Front Office Shift Leader

Join our Team

About this opportunity:

We are looking for a dynamic, dedicated and highly organized individual to join our team as a Front Office Shift Leader. In this role, you will be responsible for coordinating and overseeing activities of the front office and the team members to ensure network operations, MS delivery and workflow efficiency.

What you will do:

• Coordinate and manage the activities of front office team members engaged in checking network performance and hourly tasks done by FO team.
• Organize and assign duties and tasks to front office team members.
• Monitor FO team members performance during the shift and make sure that all processes and operation procedures is running smoothly and to ensure duties are completed accurately, efficiently and timely.
• Handling any network incident across all FO domains by smoothly way and provide all needed reports to drive the incident troubleshooting.
• Handling any network outage crisis and provide the smart way of crisis handling based on crisis type.
• Maintain all regular reports, SMSs, notifications and escalations provided by FO team members on time and according to formal process.
• Audit the network behavior regularly during the shift hours.
• Provide all network reports and all needed audit reports for network operations and team performance.
• Provide development plan as a special project for a domain from FO domains and build end to end project.
• Establish team's work schedule monthly and arrange extra shifts of team members and allowances.
• Maintain attendance controller records and send to HR department monthly.
• Evaluate performance of team members and conduct verbal and written performance evaluations.
• Conduct orientation and training on front office policies and procedures.
• Identify and recommend solutions to team and office issues.
• Ensure high quality care for customer by reviewing and replying concerns or requests and recommending corrective action as appropriate.
• Provide all team members the assist in all strategic and development plans.

You will bring:

• Bachelors degree in engineering.
• 5-8 years of experience in a telecommunications or network operations environment.
• Strong understanding of Mobile Network Architecture, including 2G, 3G, 4G, VOLTE and 5G technologies.
• Knowledge of core network, IMS network performance and configuration and IP Networks.
• Strong analytical and synthesis capabilities to identify trends, patterns and root causes of network issues.
• Programming knowledge is a plus.
• Leadership skills.
• Delivering results & meeting customer expectations.
• Strong stakeholder management.
• English proficiency.