The company is one of the leading internet Service Providers in the country, a pioneer in bringing the latest wireless broadband platforms to Lebanon, providing state-of-the-art internet services to corporations and individuals alike.
POSITION SUMMARY
The IP Engineer/Call Center Manager is responsible for the daily running and management of the center through the effective use of resources.
He has responsibility for meeting, and possibly setting customer service targets as well as planning areas of improvement or development. He ensures also calls and emails are answered by staff within agreed time scales and in an appropriate manner. He is also responsible for supervising staff who monitor the network and confirm it is continuously up and running.
The IP Engineer/Call Center Manager liaises with clients, actual and potential. He coordinates and motivates also call center staff and manages relevant staff recruitment.
RESPONSIBILITIES/ DUTIES
Ensuring staff is continuously monitoring the network and performing first level trouble shooting and problem solving;
Managing the daily running of the NOC/call center, including sourcing equipment, effective resource planning and implementing NOC/call center strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products and services available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimize errors and track operative performance;
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
QUALIFICATIONS
Bachelor's degree in CCE.
2-4 years’ experience in a similar role
Strong analytical, problem solving and decision making skills to evaluate alternatives and provide recommendations on business issues.
Proficient in all aspects of Microsoft Office applications.
Exceptional negotiation skills.
Exceptional problem solving and analytical skills.
Excellent communications skills, both verbal and written.
Ability to work in a fast paced environment.
Have CCNA, CCNP, CCIE
BENEFITS
We value our employees’ time and efforts. Our commitment to your success is enhanced by our competitive compensation, an extensive benefits package including medical, life and personal accident insurances as well as future growth opportunities within the company. In addition, we work to maintain the best possible environment for our employees, where people can learn and grow with the company. We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning and culture.
