job description

JOBDESCRIPTION
Position Title
TSG Lead
Location
Business Unit /
Function
Networks
Department
Networks
JOB PURPOSE
Lead the Technical Support Group (TSG) Function within the Network Services Department. Ensures the timely
delivery of the feedback to the Customer Complaints received from Customer Care. Manages the trend analysis in
order to propose actions to reduce the number of Customer Complaints.
1. KEY ACCOUNTABILITIES
Expected End Results (“WHAT”)
(
•
•
Customer Complaints Management
and Reporting
Customer Complaints Analysis
Supporting Activities (“HOW”)
•
Interface between Customer Care and the Network function.
•
Notification, follow up and coordinating with Customer Care in
case of Network Outage that affecting the services.
•
Receive the Customer Complaints from Customer Care. Sort,
Forward and Follow up with different Network teams in order to
provide feedback within the SLAs.
•
Analyze and Report the trends in Customer Complaints
•
Propose to the Network teams actions to reduce the number of
Customer Complaints.
SKILLS & KNOWLEDGE
§ Bachelor/Masters of Telecommunication/Electronic Engineering degree/Computer Science
Educational
§ Good knowledge of Mobile Networks: 2G, 3G, LTE
Qualifications &
§ Analytical and Presentation skills
Functional /
§ Project Management certification would be a plus
Technical Skills
Relevant
Experience (Type
of experience and
minimum number
of years)
Other
requirements
(Behavioral etc.)
§
§
§
Minimum of 5 years working experience in Telecom Industry
Minimum of 2 years management experience
Project Management experience..
§
§
§
Communication skills
Non confrontational
Time management skills
Les dossiers de candidature comprenant :
Ø
Ø
Une lettre de candidature
Un CV
Doivent être envoyés à l’adresse suivante [email protected] avec mention titre du
poste en objet au plus tard le Mercredi 14 Septembre 2016 à 17 heures
N.B : Seuls les candidats (es) sélectionné (es) seront contactés (es).
Tout dossier transmis ne peut être retiré.
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