Mobily Jobs

Internal Communication Specialist

KEY ACCOUNTABILITIES:

• Work with the Head of department/function to oversee the effective implementation of the strategy.
• Liaison with Mobily departments on a day to day basis
• Participate in the selection and management of communication agencies.
• Coordinate relationship between Internal Communications team and other Mobily departments under the supervision of manager
• Liaise with relevant internal and external groups to maintain and enhance Mobily’s reputation and protect its image.
• Coordinate with other Corporate Communication teams and teams from other departments on internal communication issues, under the supervision of immediate line manager

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GSM Technical Support Supervisor

• Provide input and support to Team Leader/Supervisor highlighting any issues or opportunities.
• Maintain and develop specialist product, process and/or system knowledge to act as a centre of expertise for their area of specialism.
• Maintain an ongoing relationship with key customers and Sales staff.
• Assess and Address customer issues and concerns in order to provide total customer satisfaction and retention.
• Prepare reports and internal documentation to facilitate and improve Customer Care offerings or key areas for business process improvements.
• Provide guidance and assistance to new or less experienced staff through creative comebacks.
• Run for daily, weekly and monthly reports to make sure the accuracy of the operation’s workflow.
• Responsible for participating weekly meetings and resolve pending issues.
• Work closely with engineers, product managers, and sales engineers to initiate closed loop escalation matrix.
• Manage monthly one-to-one get to get hers, so team members could exchange experience and share knowledge.
• Conducts effective team evaluations and mentors those with less experience through creative comebacks.
• Keep teams well informed of changes within the network and communicate emerging business updates periodically.
• Supervise and monitor call GSM representative to achieve the customer support objectives.
• Monitor the receiving and handling of customer call and SR and provide the necessary on the job training of GSM representative.
• Ensure the tracking and logging of customer call and SR are well documented.
• Supervise handling customer enquiries and complaint and respond to them in professional and courteous manner to deliver a customer service in line Mobily customer support standards.
• Act as appoint of referral for colleagues ,providing specialist knowledge and/or handling difficult case.

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Data Operation Support Supervisor

KEY ACCOUNTABILITIES:

Description:

• Liaise with representatives of other departments to address customer complaints in a timely manner so that a positive image of Mobily is maintained.
• Provide input and support to Team Leader/Supervisor highlighting any issues or opportunities.
• Maintain and develop specialist product, process and/or system knowledge to act as a centre of expertise for their area of specialism.
• Maintain an ongoing relationship with key customers and Sales staff.
• Assess and Address customer issues and concerns in order to provide total customer satisfaction and retention.
• Prepare reports and internal documentation to facilitate and improve Customer Care offerings or key areas for business process improvements.
• Encourage proactively customers to purchase additional services, make direct sales outcalls and work to maximise revenue from individual subscribers.
• Run for daily, weekly and monthly reports to assure the accuracy of the operation’s workflow.
• Responsible for participating weekly meetings and resolve pending issues.
• Work closely with engineers, product managers, and sales engineers to initiate closed loop escalation matrix.
• Supervise all inbound/outbound related activities.
• Monitor team’s complaint management resolution framework, ensuring the workforce is not violating their KPIs.
• Manage monthly one-to-one get together, so team members could exchange experience and share knowledge.
• Keep teams well informed of changes within the network and communicate emerging business updates periodically.
• Ability to multi-task keeping deliverables on consideration.

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Business Process Management Support Officer

•Collect and analyze complex data in order to identify problems and/or customer requirements
•Build relationships with a set of internal and external contacts in order to understand and meet their needs
•Analyse data using standard analytical and statistical techniques and procedures in order to observe trends and draw conclusions
•Make recommendations for actions and or improvements based on the results of data analysis, in order to improve business performance
•Plan own work in order to ensure that all projects are delivered to time, cost and quality
Draft business processes and procedures, based on the results of analysis, which are practical and can be implemented
•Execution and enforcing of the processes activities such as administration of workshops and documenting processes inputs.
•The updates of reports and processes database are also essential roles of the job holder
•Develop the process documents based on gathered information
•Populate process management approved documents and update the Process Management Master Plan
•Update process management development and improvement plan and generate Progress Reports for dept.’s management
•Participate in Process Implementation Verification Exercise
•Develops templates, forms and reports used in processes information collection

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Project Manager

Assist the project managers in developing the project management plans for strategic projects. This includes coaching and mentoring in the in-house Project Management methodology (based on PMI) and in the project management Tool.

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