Enterprise Technical Team Leader

1 week ago

مصر, Egypt Vodafone Full time

Role purpose:
- Responsible for managing and delivering world class services to Global Enterprises Customers (VGE footprint)
- Managing operations team of advisors and champions, leading them to ensure key deliverables required by customers are with the highest quality and accuracy, within agreed SLA and achieving the highest customer satisfaction & NPS scores.
- Also contributing in Service Desk underpinning processes such as Change Management, Escalation Management, Relationship Management, Business Continuity Management, Continuous Service Improvement Plans, 3rd Party Management and Process Designing.

Role Description:

- Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition. Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets. Facilitate performance reviews using the “Performance Dialogue” Framework for team members. Ensure all team members adhere to Vodafone policies and procedures. Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.
- Team Support Manage the Human Resource aspects of the team members including the provision of support, counselling, guidance and advice. Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
- Ensure efficient and effective dissemination and communication of information to team members
- Manage team and departmental Reward and Recognition Programs
- Customer Management Be the SPOC for the business partners and corporate accounts contracting for our services.
- Prepare regular reviews for clients (Monthly performance, problem management, alignment calls )
- Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
- Be a point of escalation in the handling of customer queries and complaints to the point of resolution
- Maintain an up to date personal and team knowledge of Vodafone products and services.
- Be responsible for the real time activity and agent productivity within the Contact Centre.
- Leadership Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals
- Participate in the preparation and implementation of operational plans
- Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.
- Undertake project work as directed by management
- KPIs/Measures Adherence to coaching team members monthly on transactions quality
- Team Adherence to Vodafone policies and procedures (team understanding)
- Team adherence to Privacy and Credit Guidelines
- Quality of communication with internal and external customers.
- Deliver performance reviews and development plans
- Adherence to the facilitation of monthly/fortnightly team meetings
- Adherence to facilitating monthly one on one meetings with team members
- Effective management of team and departmental reward and recognition programs.
- Alignment to Vodafone’s Brand Essence and high performance culture
- Implementation and support of the Service Business Plan Goals
- Operation Support Managing small projects and ad-hoc requests from management.
- Analyzing volume trends and variation reasons.
- Identify and provide initiatives to improve efficiency and productivity of team
- Review all new customers documentation and make the needed changes to SLA, OLA, IPD,
- Maintaining Work instructions files updates and communicated
- Review change requests and submit suggested enhancements to CAB (Change Advisory Board)
- Responsible to create a process improvement vehicle to come up with efficiencies initiatives or new revenue streams
- Contribute in Business Continuity Plan designing
- Manage communication with different stakeholders of BCP to ensure successful testing/execution
- Identify gaps/issues from BCP testing/execution and provide areas of improvement to management
- Liaise with counterparts in different parties and work jointly on gaps identified in both teams
- Share SIP and Performance with 3rd Parties to ensure joint targets
- Support 3rd Party when needed to improve their performance and advise on best practice
- Contribute in process designing of newly implemented services based on ITIL methodology and Best Practice
- Consider impact on all involved parties in the process while designing the process
- Ensure consent of all stakeholders before finalizing the process

Core competencies, knowledge and experience:
Bachelor Degree is a must
2 - 4 years’ experience in Telecom Companies
Strong troubleshooting and problem-solving skills.
Fluent G

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