Votre rôle

• Overall productivity & profitability of the CSM team
• The CSM resource sizing for new business opportunities
• The pricing and costing of CSM resources in Egypt
• Ensuring all Open SIPs are followed up with and meeting the GPO targets for SIP updating and follow-up
• Ensuring all trainings needed by CSM from service perspective are delivered
• Ensuing the account allocation is done fairly between different CSMs
• Involvement in high level escalations in case of customer business impact (3rd level of escalation after CSM involvement)
• Involvement in escalations addressing CSM performance and delivery
• Ensuring all needed ITIL intermediate level trainings and certifications are acquired as required
• Handling incoming business resulting from cost optimization projects
• Overall supervision of the CSM functions
• Ensure CSM KPIs and CSAT are achieved and on target
• Attend Monthly meetings with different regional CSM heads
• Attend meeting with GPO to be aware with latest updates about Process and cascade the information to the team
• Conduct employee performance reviews in accordance with company policy.
• Ensure staff engagement and motivation all the time
• Development of staff to ensure skills levels match both current and future operational and customer requirements.
• Responsible for hiring and conducting interviews
• Responsibility for ensuring adherence to company policy, process & procedures.
• Other administrative tasks as per job requirements.
• Assisting staff in identifying their career path.
• In addition to normal CSM duties:

Votre profil

• Degree level or equivalent (Business or Science Degree); ITIL certification
• Possess 8 years of experience, preferably in a customer support in the telecommunication industry
• Excellent customer service skills.
• Outstanding Interpersonal and communication skills.
• Excellent time management, and organizational skills.
• Ability to work under pressure and deal with multiple tasks.
• Creativity and problem-solving aptitude.
• Excellent decision making skills
• Excellent Managerial and leadership skills
• Presentation skills.
• Result oriented.
• Exemplary people and change management skills.
• Project management skills.
• Hands-on experience in Performance review, evaluation, putting development plans, and motivating team players is preferable.
• Team Building Skills
• Conflict Resolution
• Ability to deal with different cultures and behaviours
• Decision-Making techniques
• Delegation Skills
• Coaching skills
• Business and Report Writing
• Strong Analytical skills
• Interviewing Skills
• Excellent Problem solving and investigation capabilities
• Fluent in both spoken and written English

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