Manager Service Desk - Telecom

Job description / Role

Operations Management
- Framing work direction & plan for associates after assessment of their capabilities.
- Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
- Implementing systems, migrating systems to upgraded versions to achieve efficiency in various operation; spearheading process improvement initiatives.
- Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.

Solution Centre
- Managing solution center operations for rendering and achieving quality services; monitoring high end problem resolution team on performance bottlenecks.
- Providing value added solution services by program reviews; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution center experience.
- Queue handling and day-to-day analysis for maintaining SL; monitoring day to day resolution closures and case aging to ensure timely resolution.

Process Management
- Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
- Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.

Team Management
- Managing team functions viz. manpower planning, recruitment & selection, induction, performance appraisal, training, etc.
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
- Providing direction to the Knowledge Engineering team to mine data and provide feedback to clients on improving customer experience.

Requirements

- Experience: 12 years of Total Experience
- Experience of 10 years in the areas of Operations & Process Management
- Six Sigma Green Belt Trainings / Certifications
- PMP – Project Management Trainings / Certifications

About the Company

Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.

Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.

We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.