Customer Care & Technical Support Manager

Job Summary:

Fixed solutions is seeking a customer care team leader to establish and lead a team of agents responsible for supporting the customers in using and resolving issues with its Information Technology and Internet services.

The customer care team leader is responsible for developing and continuously enhancing the customer care organization, planning customer care operations, coordinating and supervising all the customer care team’s activities to ensure the consistent delivery of high quality customer care and the achievement of a high level of customer satisfaction.

The required candidate must be self-motivated, customer oriented and with sufficiently deep technical knowledge to guide the team in delivering customer care and technical support services.

Job Description:

• Sizing the customer care requirements from the human resources and technology points of view based on industry best practices and initiate action to resolve any shortcomings.
  
• Ensure the customer care team has the required number of qualified human resources with the right skill mix.
  
• Ensure the availability of the required tools, resources, and information to enable the CSR Team to perform their job effectively.
  
• Improve and enhance communication channels within the team to ensure adequate update of information and data.
  
• Report to higher management levels about the operations and performance of the customer care team..
  
• Monitor customer service KPIs of his/her team and intervene to correct any deviation from the required service level.
  
• Coach and provide team members with relevant feedback on team performance progress and ensure team satisfaction and development.
  
• Ensure the team members are able to meet the required levels of productivity, quality and performance.
  
• Monitor workload and take appropriate actions to ensure the required service level is consistently met.
  
• Evaluate the customer care tools and processes and take whatever action is required to ensure continuous service level enhancement.
  
• Support team members and participate in supporting customers to ensure satisfactory service levels whenever the need arises.
  
• Review monthly team performance and initiate required action to enhance performance when necessary.
  
• Respond to customer questions, complaints, and suggestions when escalation is required.
  
• Conduct team meetings and one on one sessions on a regular basis.
  
• Generate, escalate any reports to the client (when necessary).
  
• Manage the real time performance.
  

Requirements

• 3 - 5 years of experience with a minimum of 2 years in the Call Centre industry.
  
• Very good knowledge of Internet, business information technology and office business software applications.
  
• IT Skills should include sufficient knowledge of Linux and Windows operating environments, Word, Excel & PowerPoint, networking, email, web hosting, virtual machines, cloud technologies, etc...
  
• In depth understanding of customer care KPIs, their calculations and their acceptable levels based on the industry best practices.
  
• Excellent customer care requirement sizing with an excellent ability to communicate and defend these requirements.
  
• Excellent shift roster planning skills.
  
• Excellent project planning and management skills, to manage the acquisition, implementation and staffing of customer care units for specific services and projects.
  
• Excellent people management skills.
  
• People management experience is a plus (for at least 3 performance cycles for a team of at least 15 agents)
  
• Bachelor's degree in a relevant field.
  
• Languages: Very Good command of Arabic and English (oral/written).
  
• Ability to work a full-time shift schedule including nights.