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Technical Support Manager

Technical Department

Role Summary:

To manage the Technical Support Unit and improve the quality of service of all Residential services.

Tasks and Responsibilities:

• - Distribute the tasks and responsibilities within the Call Center and set appropriate procedures.
• - Monitor daily operations making sure all is being done on time and according to standard procedures.
• - Resolve agents’ inquiries and escalated customers’ cases.
• - Conduct performance reviews, team meetings and coaching sessions.
• - Conduct frequent tests and perform quality control on all residential services.
• - Manage the workshop unit.
• - Perform recruitment and resource management.
• - Execute analytical studies and assist in the development of new Internet services.
• - Submit weekly/monthly statistics and Call Center KPIs to Management.

Education and Experience:

• - Bachelor degree in Computer & Communication Engineering.
• - Min. 4 years experience in a similar position, preferably in an Internet or Telecom environment.
• - Strong managerial and leadership skills.
• - Excellent Oral and written communication skills.
• - Preferably trilingual: Arabic, English and French.

Type of contract:

Full Time

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