Front Office Shift Leader
Number of open vacancies : 2
Requirements : - Accuracy Ability to perform work accurately and thoroughly.
- Excellent knowledge of Mobile Network (2G/3G/LTE networks), Core networks and IMS
- Has knowledge of NMSs OSS-RC, Netnumen, U2K, U2020
- Has good knowledge in CCNA and CCNP
- Flexibility to use SW tools and ability to adapt easily to changing conditions and work responsibilities.
- Communication Ability to communicate effectively verbally and in writing.
- Computer Skills Proficient ability to use a computer.
- Confidentiality Maintain team member and work nature confidentiality.
- Comply with all company regulations and policies.
- Customer Service Oriented Friendly, cheerful and helpful to network stakeholders.
- Detail Oriented Ability to pay attention to the minute details of a project or task.
- Multi-Task Ability to handle more than one task at the same time.
- Positivity Display a positive attitude and is a positive agent for change.
- Teamwork Work as part of a team and collaborate with co-workers.
- Working Under Pressure Ability to complete assigned tasks under stressful situations.
Education and Experience:
- B.Sc. Electrical Engineering: Electronics and Communication
- Very good command of English
Experience Level : +5 Years in managed service and mobile network operations.
Description : Position Title: Front Office Shift Leader
Job Status: Full-Time (Shift Based)
Corporate: Etisalat Egypt (NOC)
Position Summary:
Coordinate and oversee activities of the front office and front office team members to ensure network operation and MS delivery overall front office domains and efficient front office workflow.
Essential Functions:
- Coordinate and manage the activities of front office team members engaged in checking network performance and hourly tasks done by FO team.
- Organize and assign duties and tasks to front office team members.
- Monitor FO team members performance during the shift and make sure that all processes and operation procedures is running smoothly and to ensure duties are completed accurately, efficiently and timely.
- Handling any network incident across all FO domains by smoothly way and provide all needed reports to drive the incident troubleshooting.
- Handling any network outage crisis and provide the smart way of crisis handling based on crisis type.
- Maintain all regular reports, SMSs, notifications and escalations provided by FO team members on time and according to formal process.
- Audit the network behavior regularly during the shift hours.
- Provide all network reports and all needed audit reports for network operations and team performance.
- Provide development plan as a special project for a domain from FO domains and build end to end project.
- Establish front office team member work schedules monthly and arrange extra shifts of team members and allowances.
- Maintain attendance controller records and send to Human Resources department monthly.
- Evaluate performance of front office team members and conduct verbal and written performance evaluations after 30 days, 90 days and annually as needed.
- Assist with interviews. Conduct orientation and training on front office policies and procedures.
- Identify and recommend solutions to front office team member and office issues or problems.
- Ensure high quality care for customer by reviewing and replying concerns or requests and recommending corrective action as appropriate.
- Assist in disciplinary action as needed in conjunction with Human Resources department, Document all disciplinary action.
- Provide all team members the assist in all strategic and development plans.
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