Mission/ Core purpose of the Job: 

·       To supervise and lead a team conducting follow-ups on Customer Service team escalated logs on customers' complaints with different teams/divisions through company till their resolution.

·       To coordinate providing high quality and prompt support services to Customer Service team regarding approved PPPs.
To ensure investigation of all issues in minimum time and respond to relative customers accordingly by Customer Service Back Office team members.
Task Complexity:
·       To coordinate all support activities by Customer Service Back Office team including escalation and follow up till resolution of all logs.
·       To ensure customer issues are escalated to proper department and outbound calls are made by the team to the subscribers, all based on agrees PPPs, SLAs and expected qualities.
·       To have cross-functional, interdepartmental and external relationships to facilitate the investigations on escalated issues,
·       To escalate any alarming complaint and valuable information to related teams and the line manager in order to take proper corrective actions.
·       To generate team routine daily/weekly/monthly reports also analytical reports on issues trends and forecasts for the manager.
·       To conduct high level analysis and interpretation on team activities data and received logs also communicates them to the management
·       To monitor, control and check implementation of new initiatives and escalate issues to relevant team to be resolved.
·       To ensure appropriate corrective action are taken to maintain and improve standards of quality and subscriber satisfaction.
·       To coordinate periodical team meetings with direct reports, reviewing targets and team performance. 
·       To identify gaps in team activities and used processes/application and initiate solutions and enhancement to improve their efficiency in cooperation with Customer Service QA.
·       To perform routine quality checks on team activities in parallel with Customer Service QA and provide corrective feedback to the members.

Education:
·     B.Sc. in Degree in Commerce (Marketing / Communication) or related

Experience:
·       Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
·       Experience working in a medium  organization
At least 1 year experience as a Call Centre Representative for at least 1 year

Knowledge:
·    MTNIrancell Product & Services
·    Systems Use and Operation
·    Office Tools
·    Customer Service application / portals 
·    Intranet web base company portals 
·    Call center handling calls application 
·    company Policies & Procedures
·    Telecommunications Technology
·    Basic GSM & WiMAX
·    Telecommunications Sector
·    Basics of regulations
·    Basics of license agreement

Skills / physical competencies:
·       Interpersonal skills.
·       People management skills.
·       Problem solving.
·       Decision making within defined parameters.
·       Process implementation.
·       Communication skills at all levels.
·       People development skills.
·       Computer literate.  Proficient in word processing and spreadsheets
·       Fluent in Persian and a very good command of English.  Turkish is an advantage.
·       Able to manage priorities
·       Leadership skills
·       Team-building skills
·       Reporting