Careers SHIFT DUTY MANAGER (TELECOM Co.) – Star Services in Abu Dhabi , Dubai – Sharjah , United Arab Emirates –
Team Leader (One for each area belonging to the identified region): ? Manage multiple Controllers in the area of responsibility in order to ensure Fulfillment and Assurance KPIs ? Add remarks, if required, on returned incomplete tasks to better address both FAST work and actions to be taken on tasks when they come back again to Field (e.g. OSP required, etc) ? Assign the returned SRs to the FAST ? Contact the Appointment Center in case of re-scheduling is needed for the customer while the technician is on site ? Manage the issues from Operation Control Tower ? Exception management and engagement of CS-external section for real-time support ? Engage the SMT dispatcher in case of additional field force capacity requirement ? Monitor violation trend and engage SSC for auditing ? Forecast the expected workload ? Inform WFM representative to configure and/or update he new number of available resources related to a particular area on FOS (in case the current pool of technicians is changing) ? Evaluate the staffing level within the area of responsibility and escalate to director any current or expected decline in customer service and organization performance due to capacity issues ? Review the shift patterns and resources availability calendar. ? Supervises the daily activities of the controllers in charge of the field technicians and monitor and correctively addresses any scheduling issues ? Work closely with the controller to follow up on returned incomplete tasks escalated to other section in order to meet the customer expectation and the set performance levels ? Provide feedback through FOS remarks on the assigned daily tasks performed to reflect correctly the reported status ? Keep track of the external and internal environment factor affecting the service delivery and the profitability health of the organization ? Define in which cases SMT/FAN should be involved and ask support to SMT/FAN dispatcher ? Create a customer centric work culture focused on high performance and customer value creation ? Work closely with the Site supervisor to identify case which OSP is required (according to task remarks related to previous returned incomplete)
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