Job Description

Job Summary

The Shift Lead in Support & Operations plays a critical role in managing team performance and ensuring operational efficiency. This position is responsible for overseeing attendance and leave management, resolving escalations, and conducting analyses to support infrastructure management. The Shift Lead ensures adherence to service level agreements (SLAs) while fostering positive customer satisfaction and continuous improvement within the team.

Key Responsibilities

1. Monitor And Manage Call And Chat Responses, Ensuring They Are Addressed Within Agreed Slas While Utilizing Arabic And English Communication Skills.
2. Maintain And Manage Attendance, Leave Reports, Breaks, And Shift Rosters To Ensure Optimal Staffing And Resource Allocation.
3. Conduct Ad-Hoc Analyses And Participate In Sip Activities Using Windows Tools, Providing Insights For Infrastructure Management And Process Improvements.
4. Resolve Escalations Promptly, Adhering To Established Processes And Quality Compliance Standards, Ensuring A Seamless Customer Experience.
5. Collect And Analyze Customer Feedback To Ensure Positive Customer Satisfaction And Implement Necessary Improvements Based On Insights Gathered.
6. Update The Knowledge Base By Documenting Processes And Analyses Accurately, And Disseminating Knowledge To The Team To Enhance Performance And Operational Effectiveness.

Skill Requirements

1. Proficient In Arabic And English Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Support Tools.
3. Familiarity With Attendance And Leave Management Systems.
4. Basic Knowledge Of Data Analysis Techniques And Infrastructure Management.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification