Manager Customer Happiness Section Telecommunications and Digital Government Regulatory Authority

Job Responsibilities
• Supervising the implementation of the Emirates Program for Service Development and Star Rating, including all its requirements.
• Supervising the preparation and review of the department's operational plan in collaboration with the staff, ensuring its alignment with governmental directives and the strategic objectives of the authority, approving it, and monitoring its implementation.
• Monitoring the results of service indicators and submitting periodic reports to senior management.
• Supervising the monitoring of performance indicators' results for departments and sections within the authority, and submitting periodic reports to senior management.
• Supervising the preparation and review of all improvement plans within the department, approving them, monitoring their implementation, and submitting reports to senior management.
• Supervising the team responsible for conflict resolution and working on enhancing and improving their workflow to meet the expectations of clients.
• Supervising the monitoring of performance indicators for the call center and submitting regular reports to the senior management.
Skills
• Strategic thinking, innovation, and excellence.
• Positivity and effective communication.
• Leading and managing change.
• Ability to influence and motivate colleagues.
• Working with teamwork spirit, initiative, and development.
• Empowering work teams.
• Ability to manage partners and resources.
• Full understanding of the latest global trends in the field of services and key strategic projects.
Job Specific Skill
Communication; Teamwork; Adaptability; Problem-Solving; Work Ethic; Time Management; Leadership; Eye to detail; Self Management; Active Listening; Customer Focus and orientation; Supervisory Skills
Education
Bachelor of Science in Business Management - Business Management
Technical Skills
Project management; Data analysis; MS Office; Telecommunications technology and services; Risk management