Role purpose:
Supervising teams consisting of 20-30 FTEs, ensuring the maintenance of KPIs on team level and people management.
Key accountabilities and decision ownership:
- Continuous people coaching to elevate performance on Individual level and following up them
- Implementing action plans in case of inconsistent performance and following up on them
- Handling any requests raised by the team and reporting it to the management
- Monitoring team performance and ensuring to meet the KPIs
- Implementing quality measurements and following up them
- Reporting on Team performance to management
Managing the agreed process of fixed net:
- Accepting the order from RTM team
- Checking all the scanned attached PDFs (signed contract by the customer, mail thread between the customer and the sales)
- Comparing the attached PDFs with the entered data in the system, assigned SPOC for the customer
- Verifies all technical and non-technical
data (company name, line type, bandwidth, and customer's address, location of the server room and location of Telecom plugs).
- Sending the welcome letter (automatically generated mail by the system includes the product's name and related data)
- Order needed lines type (Coaxial cable,Twisted Pair, Fibre-Optic Cable) is from Telecom or Vodafone Cable Deutschland depending on the access that the customer requested (SDSL, ADSL, VDSL, Ethernet, etc.)
- Checking if the customer has already existing lines and /or does not need new lines
- Contacting Telecom or CableDeutschland for line ordering
- LLM (Leased Line Management) checks the issued order and verifies the data of the assigned SPOC for the installation and sends the order to the provider
- Creating a configuration remedy ticket to the engineering team
- Requesting the needed hardware type(router and modem) from the shipping vendor in Germany (TNT)
- Documenting team, the topology of the customer through Vodafone network and infrastructure in Germany including the location of the customer
- Receiving a technician for the final activation of the hardware on the customer's side
- Sending a ticket with all the needed activation data to the engineering team
- Closing the order and activates the billing for the customer
Core competencies, knowledge, and experience:
- 3+ Years of Experience in Fixed area or in a technical service role
- Knowledge of all different line types (cupper, Cable etc.)
- Knowledge of all types of hardware (routers, modems, switches etc.)
- Full knowledge of all access types (SDSL, ADSL, VDSL, Ethernet, etc.)
- Able to handle complex German conversation
- German Language Skill 4 according GER = C1 (accent free)
- Excellent typing skills
- Very good understanding of numbers
- Technical understanding of the different processes
- Certificate or proven track in one of the following fields (Agile, IT Service
- MS Office (Outlook, Word, Excel, Access)
- PD rating (not labelled or Top Performance) and above in the last end year and if contractor it will be supervisor feedback on
- Basic commercial knowledge is desirable
- Ability to travel at any time upon BCP or training need
Must have technical / professional qualifications:
Perfect handling and Monitoring of Technical systems
- SAP
- CCM/CCB
- KBA
- eTop
- Idefix
- Sharepoint
- MS-Office
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