Role Profile Band: G2 Coordinate the team daily activities in order to proactively respond to customers needs and ensure that support procedures are being followed. Monitor the NOC team handling and make sure that the agreed SLA with the customers is achieved Provide reports on Customer support operations and issues Act as the first and second level of escalation for both Local & International customers help in resolving complaints and answering questions regarding services and procedures Act as the interface with other departments, divisions, hold periodic meetings to ensure the effectiveness of workflow between areas of responsibility Identify processes where improvements can be made and take timely action Provide analysis and feedback to management staff and business stakeholders regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems Share in hiring and disciplinary decisions and facilitate staff meetings. Analyse customer's feedback and develop new techniques to ensure customers satisfaction.
