The purpose of this position is to effectively meet customer expectations by leading and handling daily Service Assurance operations for consumer fixed and enterprise fixed customers in a timely manner. Make sure all trouble tickets are assigned and fixed as per customer expectations. Handling the escalations and communications to SOC, SLO, IT ops, Channels, FO and SF to achieve the SLA and to enhance the customer experience. In addition to ensure the quality of service delivered by field engineers and configured by remote engineers.
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Key Accountabilities
- Manage and ensure the daily operations of trouble tickets resolved and fixed within contractual SLA.
- Daily interaction with other stakeholders (SOC transport, Core and IT) to eliminate any challenges on service stability.
- Track monthly partner performance and ensure their adherence to agreed contractual targets and achievement of SLA targets, imposing penalties and deductions as needed in case of any degradation as per contract.
- Approve and review raised PR/PO/Invoices as needed in a timely manner to ensure operations are running smoothly with no financial challenges to both du and partners to maximize deliverables.
- Ensure the CSAT above 90% through FSA for all FSA trouble tickets.
- Improve NPS score by assuring the service continuity and stability to improve among other telecom operators.
- Improve personal skills required for the job through specialized trainings.
- Manage to train all staff on new systems and new products.
- Set up training plans for Service Partners resources in coordination with the HR training team in addition to retained organization to implement effective customer interactions, systems knowledge, and technical knowledge across all staff.
Qualifications
- Diploma or Bachelor Degree in Telecommunication.
- Minimum 5 years of experience in a managerial role in the telecom industry.
- Good understanding of Digital transformation.
- Good knowledge of Telecom services and products.
Skills
- Excellent command of English and Arabic languages (written/spoken).
- Good communication skills with understanding of B2B telco business.
- Excellent knowledge of Microsoft Office tools.
- Analytical thinking and open for transformation.
- Project management skills.
