Customer Care & Technical Support Manager
Confirmed on the employer's own hiring board on Oct 5, 2026. First seen by Alion on Oct 3, 2026.
Job Summary:
Fixed solutions is seeking a customer care team leader to
establish and lead a team of agents responsible for supporting the customers in
using and resolving issues with its Information Technology and Internet services.
The customer care team leader is responsible for developing
and continuously enhancing the customer care organization, planning customer
care operations, coordinating and supervising all the customer care team’s
activities to ensure the consistent delivery of high quality customer care and
the achievement ofa high level of
customer satisfaction.
The required candidate must be self-motivated, customer
oriented and with sufficiently deep technical knowledge to guide the team in
delivering customer care and technical support services.
Job Description:
- Sizing
the customer care requirements from the human resources and technology
points of view based on industry best practices and initiate action to
resolve any shortcomings.
- Ensure
the customer care team has the required number of qualified human
resources with the right skill mix.
- Ensure
the availability of the required tools, resources, and information to
enable the CSR Team to perform their job effectively.
- Improve
and enhance communication channels within the team to ensure adequate
update of information and data.
- Report
to higher management levels about the operations and performance of the
customer care team..
- Monitor
customer service KPIs of his/her team and intervene to correct any
deviation from the required service level.
- Coach
and provide team members with relevant feedback on team performance
progress and ensure team satisfaction and development.
- Ensure
the team members are able to meet the required levels of productivity,
quality and performance.
- Monitor
workload and take appropriate actions to ensure the required service level
is consistently met.
- Evaluate
the customer care tools and processes and take whatever action is required
to ensure continuous service level enhancement.
- Support
team members and participate in supporting customers to ensure
satisfactory service levels whenever the need arises.
- Review
monthly team performance and initiate required action to enhance
performance when necessary.
- Respond
to customer questions, complaints, and suggestions when escalation is
required.
- Conduct
team meetings and one on one sessions on a regular basis.
- Generate,
escalate any reports to the client (when necessary).
- Manage
the real time performance.
Requirements
- 3 - 5
years of experience with a minimum of 2 years in the Call Centre industry.
- Very
good knowledge of Internet, business information technology and office
business software applications.
- IT
Skills should include sufficient knowledge of Linux and Windows operating
environments, Word, Excel & PowerPoint, networking, email, web
hosting, virtual machines, cloud technologies, etc...
- In
depth understanding of customer care KPIs, their calculations and their
acceptable levels based on the industry best practices.
- Excellent
customer care requirement sizing with an excellent ability to communicate
and defend these requirements.
- Excellent
shift roster planning skills.
- Excellent
project planning and management skills, to manage the acquisition,
implementation and staffing of customer care units for specific services
and projects.
- Excellent
people management skills.
- People
management experience is a plus (for at least 3 performance cycles for a
team of at least 15 agents)
- Bachelor's
degree in a relevant field.
- Languages:
Very Good command of Arabic and English (oral/written).
- Ability
to work a full-time shift schedule including nights.