Senior Technical Support Representative

The Cluster Leader performs activities related to any customer, Service Partner interaction with the call center about the cluster in charge, including the respect of TAT and processes. The role of the Cluster Leader is a role of captain within the team (similar with a Captain in a soccer team).

Duties and responsibilities:

1. Responsible of the KPI attached to the cluster

2. Supports the team by an active investment and involvement

3. Responsible of the team performance

4. Responsible of the daily team organization under the supervision of his Operation supervisor and the respect of the team structure imposed by the Client

5. Is the guarantor of the respect of all the client rules by all the team members

Other responsibilities and examples of processes to follow:

1. Checking all dashboards and taking necessary action to full fill the KPIs

2. Escalate ageing cases/ jobs to the proper services/persons/partners following the defined country rules.

3. Manage escalate Cases/jobs  in the respect of the customer and the delays

4. Able to support any kind of member of the team,

5. Able to fulfill any kind of jobs and tasks of the Cluster team members,

6. Able to recover any lack of performance of a team member,

7. Detect the lack & improvement necessary for his team member and escalate to his supervisor.

8. Follow proper procedures in sorting the concerns and coordinate with relevant parties for assistance

9. Perform other tasks that may be assigned due to business contingencies and operational needs as

directed by the immediate superior

clearly and effectively with end users, clients, partners & colleagues, and management to quickly resolve issues

to the prescribed schedules, guidelines and requirements in accordance with the account and

company policies and procedures