Responsible for delivering Tech _VOIS customer ser
vice capabilities to international accounts (Vodafone sister companies) by driving the unit to an excellent level of first and second line of support for Tech _VOIS customers enabling them to use the wide variety of products and services voice or data. Also raising the quality level of handling customer technical inquiries/problems for sister company to systematically measure and address its root causes to drive improvement in customer experience through the organization fulfilling Tech _VOIS Egypt’s obligations.
Key accountabilities and decision ownership :
1-Client Management:
• Compile customers’ requirements based on information received from meetings, calls, direct mail responses and other sources.
• Follow up with the customer business owners by telephone and e-mail to qualify needs and ensure meeting due dates and deliverables.
• Manage all service requests and change requests for the client.
• Estimate date of start of service to customer, based on knowledge of Tech _VOIS Egypt operations capacity.
• Build and maintain excellent customers’ relationships.
• Investigate and resolve customer problems with services rendered.
• Manage the team in an efficient way to deliver best in class service to the international account customer.
• Respond promptly to customer needs.
• Solicit customer feedback to improve service.
• Ensure full compliance with contractual agreements.
2- Operations Management
• Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
• Conduct awareness & training sessions for agents
• Meet contract service key performance measures
• Maintain a close working relation with Technology department to ensure systems stability and smooth operation
• Identify improvement opportunities within workflow, productivity and procedures
• Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
• Manage the relation with WFM for an optimum utilization of resources,
3- People Management
• Role model for team
• Set key performance indicators for the team.
• Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogue)
• Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role
• Set and supervise development plans for teams & individuals
• Improve team productivity period over period
• Set team & individual targets
• Manage team attrition to acceptable levels
• Hire as well as oversee the interviewing/hiring of agents in cooperation with HR account management.
• Maintain team technical proficiency and productivity, and provide technical training where required.
• Set SMART goals and targets for the planning teams and ensure its alignment and integrity with strategic directions of the department and Tech _VOIS Egypt
• Identify required resources and skill sets/competencies required to successfully carry out department plans
• Balance and monitor the work load distribution to match with the business needs and team capabilities
• Promote cross training and knowledge share between the team members and Prepare professional development action plan for team members
• Provide formal and informal performance feedback on an on-going basis
4- Customer management & Support
• Maintain and enhance the company’s standards of customer service.
• Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customers’ satisfaction.
• Drive a customer experience culture to positively impact the customer’s feelings about Tech _VOIS.
• Use all available measures to push continuous improvement to high customer satisfaction level.
• Map operation processes to customer satisfaction indicators
• Ensure operation is compliant with regulatory requirements, check periodically for updates
• 5+ Years of experience in Operating International Projects related to Mobile Network Fulfilment or in a similar technical service role with proven progress.
• Serving OpCo Language C1 (accent free)
• Full knowledge of all different line types Network, types of internetworking. hardware (routers, modems, switches etc.)
• Technical understanding of the different service value chain processes based on ITIL4 classification.
• Proven track in service management tracks (i.e Agile, SAFe5 , ITIL4 , Professional Scrum Master ) or similar.
• Excellent analytical , reporting and problem solving skills using ( MS Power Bi , MS Sharepoint ,..) or similar tools.
• Intermediate knowledge of the following applications (Jira, Confluence DB , MS Visio.. ).
• Basic hands on experience on automation tools ( i.e Python , UiPath , … )
Technical / professional qualifications :
Handling and monitoring of Technical Systems 6 Sigma Green Belt is a plus
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