Non Telecom Senior Supervisor.Technical Support

Job Purpose

Manage the teams that handle all customers' non telecom requests and contacts through voice and digital channels in terms calls and chat contacts with high level of contact resolution Responsible for Digital and Voice FCR frontline, chat and back offices

Report To Position Name

Manage the teams that solve all Customers' contacts on call center through voice channel and digitally through chat applications with ultimate resolution rate and high customer satisfaction rate on CSAT and TRIM -Own customer problems end to end -Able to solve cash requests and problems through direct empowerment or through escalation to support teams if required -Handle dealers' QR requests and demands on the spot with high resolution -Serve E-shop inquiries and transaction and ensure end to end designed experience is delivered -Support all other non- telecom related apps requests and inquiries through chat and direct calls including Music, Sports, TV and games -On top of all updates and campaigns and delivers it to Team successfully. -Be able to solve any apps issue in light of provided empowerment tools including My Etisalat app Manage the direct team performance, first contact resolution, back office resolution time, are CSAT score People management: team meetings, one to ones and coaching sessions Responsible for the team training and development Act as area SPOC with stake holders from Commercial and finance

QUALIFICATIONS_ESSENTIAL

Knowledge: •Digital Fluency and experience •Customer orientation with previous experience •Technical skills •Communication skills •Positive attitude •Problem solving skills •Excellent computer & digital knowledge. •People Management •Supervisory skills Education: •University Degree is a must. Language Proficiency: Strong written and verbal skills and high levels of autonomy and responsibility •Fluent in Arabic & very good English (Reading, Writing & Oral). Problem Solving: Own customer problem end to end Communicate with internal departments till problem is resolved as finance, commercial, back offices and IT Planning Ahead: Own customer problem end to end and Innovation: In the frame of customer problem resolution and tools enhancement Skills & Abilities: Critical thinker, using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. -Attentive to details and thorough in completing work tasks. -Provide a speed of closure for any problem with the ability to quickly make sense of, combine, and organize information into meaningful patterns. -Ability to effectively handle multiple tasks in a fast paced environment. -Familiar with telephone and chat techniques with good digital knowledge & skills. -Demonstrated verbal communication skills and ability to convey information clearly and effectively. -Presentable with very good communication skills. -Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands. -Ability to guide and coach a team towards achieving results -Team player. -Ability to meet tight deadlines.

QUALIFICATIONS_DESIRABLE

NA

EXPERIENCE_ESSENTIAL

•Minimum 1-2 years' experience as customer care supervisor preferably in cash service •Area of experience: Inbound voice/ Cash/ Digital

EXPERIENCE_DESIRABLE

NA

CERTIFICATIONS_ESSENTIAL

NA