Customer Experience - مصر - Etisalat Egypt

Etisalat Egypt
Etisalat Egypt
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مصر

منذ أسبوع

Fatima Mahmoud

تم النشر بواسطة:

Fatima Mahmoud

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وصف

Customer Experience & Technology Support Manager.
CTO Office

-

(

2300005A

)

Description

Job Purpose
Leading and Coaching group of engineers for monitoring the Customer Experience through all the possible interfaces to be able to track any type of degradation that may affect the customer perception, giving recommendations to sustain performance improvement


Report To Position Name

  • Shape Customer needs/wants/expectations into Business Opportunities and objectives
  • Ensure that team members roles/objectives in the team is achieving company strategies
  • Take ultimate responsibility for team decisions, progress, and results
  • Define budgeting, competence gap analysis for the team/individuals, competence development planning and cost control
  • Define the required trainings, resources and tools to achieve targets and report this to CE Senior management.
  • Handling KPIs creation, tasks responsibility matrix, Resource and tool dimensioning
  • Single SPOC with NTRA quality voice/data teams
  • Building reactive/proactive E2E network and customer experience processes
  • Accountable for implementation of Improvement actions over technical sections
  • Build Strong/trust customer relationship with all interdepartmental stakeholders
  • Maximizing the utilization of team members to achieve optimum performance with respect to assigned objectives
  • Developing inhouse CEM system (Customer Experience Management)

Qualifications

QUALIFICATIONS_ESSENTIAL

  • University Degree in : BSC of Engineering
  • Electronics & Telecommunications
  • Minimum years of Experience: 9 years
  • Ability to manage people, resolve conflicts between team members
  • Understanding company long term plan
  • Computer skills is a must, especially MS excel & Access
  • Very Good in Arabic & English (Reading, Writing & Oral)
  • Very good communication skills
  • Expert in CS/PS Core structure and protocols
  • Aware of Tx and IP BB architecture.
  • Knowledgeable in Automation tools
  • Analytic mind in problem solving
  • Advanced effective soft skills (Communications, Time management and conflict resolution)
  • Professional technical trainer

QUALIFICATIONS_DESIRABLE

  • Ability to work under pressure, dedicated hard worker
  • Professional reporting skills.
  • Strong analytical, Practical, creative and interpersonal skills.

EXPERIENCE_ESSENTIAL
NA


EXPERIENCE_DESIRABLE
NA


CERTIFICATIONS_ESSENTIAL

  • GSM / UMTS fundamental and over view
  • GSM/UMTS features and algorithms
  • HSDPA

System Desirable:

  • Introduction CS/ core systems
  • Coaching and leadership training.
  • Management trainings /PMP Diploma.

Job:
Manager


Organization:
Etisalat-Misr


Job Posting: 15/Feb/2023, 4:05:57 AM
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