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Our client is a leading Telecoms company in the Middle East. They have an outstanding reputation for delivering quality, innovation and reliability. They work with international companies on special projects and have a large multicultural workforce

We are looking for an experienced Technical Support Manager to join the team in Jeddah, Saudi Arabia.

Saudi Nationals only

Reporting to: Executive Manager Back Office Business Care

KEY RESPONSIBILITIES

Back office management

• Define back office policies for representative/supervisor adherence in accordance with Mobily expected standards
• To monitor the productivity and effectiveness of the back office
• To ensure effective and accurate development and utilization of back office systems and applications as well as quality of information captured on systems (develop and monitor system reports and statistics)
• To compile departmental budgetary forecasts and budget management
• To ensure processing of trouble tickets and service requests in accordance with pre-defined service level agreements.

Team Management / Development

• To design and implement staff incentive programmes against defined performance criteria
• To assign, monitor and co-ordinate work assignment
• To provide career development for direct reports (counselling, coaching, KPI’s, career planning and goal setting)
• To determine training needs and identify training courses for individuals and teams in conjunction with Internal Training and Knowledge Transfer team

Customer Service

• To ensure policies and procedures are adhered to, including compliance to Back Office specific policies and procedures, financial policies and procedures, etc.
• To ensure that all individual targets and KPIs are consistently met or exceeded, understanding the relevance and impact of those factors in the team’s overall performance

Business Development / Sales Opportunities

• Identify and facilitate services / sales improvements and initiatives
• Responsible for the achievement of service levels and sales targets

Personal Development

• To continually develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes necessary to carry out the role and to achieve accreditation in relevant business skills

·         To take ownership of own continuous performance improvement plan and personal development, ensuring regular reviews with team performance manager are carried out

ESSENTIAL REQUIREMENTS

• A diploma in product/ technology related area (for technical back office support functions)

·         5 to 8 years experience in a telecom services related working environment

·         2 to 3 years contact centre management experience

·         Back office customer service experience

·         High standard of Telecommunication product and service knowledge

·         Track record of high standards of performance

·         Keyboard proficiency and PC skills

·         Fluent and literate in Arabic and English

·         Saudi Arabian nationals only to apply

KEY SKILLS

• Drive for Success
• Customer Service Focus
• Team work
• Developing People
• Communication

BENEFITS