Job Purpose

Lead the Technical Support First Line Advisors team into performing their operational duties of handling customers’ technical complaints/requests directed to them through inbound calls for DSL Med and Core customer’s and Escalate global incidents and problems that impact Etisalat Fixed Lines, ADSL/VDSL throughout all customer journey (fulfilment, support and retention if necessary).

Report To Position Name

Maintaining First Line SLA\: As the technical support call center, the job holder leads the call center team to maintain targeted SLA for Med and Core queues through management of day-to-day operation activities. Plan and Amend Staff Scheduling\: In cooperation with WFM, the senior supervisor is responsible for planning staff schedules in accordance with forecasted workloads to meet the required SL and Accessibility targets daily. Design and Amend KPI schemes and targets\: The DSL TS senior supervisor is responsible for designing and measuring all individual KPI’s for all employees that report to him. The KPI’s are then measured and shared with staff and management to assure the proper operation metrics are achieved by all staff. Selecting Position Candidates\: DSL TS senior supervisor is responsible for filtering, testing and interviewing all internal and external candidates for vacant technical support positions either in staff or outsourcing employees hired for Etisalat TS CC by our vendors. Maintain Staff Engagement\: DSL TS senior supervisor is key accountable contributor in boosting and maintaining the TS staff engagement levels and their Etisalat loyalty. This is done via different activities and support actions to staff to address all their concerns and aspirations from Etisalat as a caring workplace. Supervise the day-to-day service level target.Ensure full availability while handling the floor in addition to proper communication regarding the Service Level and excellent knowledge of the applications and analysis tools.Review the entire segments KPIs of the team on a monthly basis to identify any areas of development and take any proper needed actions.Contribute in the floor issues, complaints, and escalated calls to insure the maximum customer satisfactions.Ensure that all agents are updated with the latest technology updatesEnsure accurate implementation of quality standard, company policies & procedures.Extract reports for the queue and agents performance and analyze the trends to act upon them.Review and adjust schedules to ensure maximum headcount, with any challenging givens related to annuals, trainings, etc…Develop work flows for better utilization & for better customer experienceInterview new and potential candidates that are required to join the area.Provide back up support to all the team members in case of escalations.Maintain Competitive Customer Experience Position in the Market\: DSL Technical Support Senior Supervisors are the main accountable Etisalat staff members for maintaining Etisalat competitive edge in the market among competitors in terms of Internet services customer experience and technical support, which is measured via different reports like TRIM, NPS, NTRA reports, etc.Digitization and Automation\: DSL TS senior supervisor leads the area’s contribution to transform operations into automation and digitization by planning the areas that are more likely to employ automation technologies and contribute in the implementation of these technologies into operation to integrate various digital platforms and robotic software into TS operations. TS Senior Supers craft the various services and requests that could be handled through IVR, My Etisalat App, Web Dashboards and Chat Bots. Also all operational tasks and service requests that could be assisted or handled by Robotics servers and applications. Coaching and Training Staff\: The area senior supervisor acts as the duty expert for all technical support staff regarding all complex technical problems/solutions that face the operation. He/she is also the subject matter expert in terms of the processes and practices that should be followed by staff. Hence the senior supervisor routinely conducts training, awareness campaigns and coaching sessions for technical support staff members to keep their knowledge up to speed with the changing needed know-how. .Global and Chronic Issues Escalation \: The incumbent job holder leads identifying, diagnosing and escalating all global and chronic network, system and process issues that impact Etisalat fixed and internet customers and coordinate and own their resolution with concerned teams in technical, IT and commercial departments. Investigations, Incident Reports and Corrective Actions\: DSL TS senior supervisor is responsible for internal investigations in suspected errors, process violations or operational failures that impact customers or business. The incumbent prepares the incident report, finds the root cause, propose and apply the corrective actions, coach the mistaking team member if any and takes the preventive measures that will stop such incident from repeating. Routine Audit and Quality Assurance\: The incumbent routinely observes and audits how his team perform their duties in supporting customers and cross-checks their business and customer handling with Etisalat customer care required quality standards and coaches team members accordingly in case of any deviation from required standards Monitor and Assess Product KPI’s\: The TS senior supervisor must maintain close observation on all KPI’s of products being supported by technical support areas (Fixed Lines, VDSL, etc.) which include activation rates, customer base, contact rate, complaint rate and churn rate to make sure that technical support operations are adapting to the rapid changes in product base behaviours in order to meet needed business and customer expectations.