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Job Description

ZAIN6160 - Back Office Manager

About Zain Sudan:

The country’s leading operator was established in 1997 and today serves 13.8 million customers as of 31 March 2018, reflecting a market share of 47%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population through a total number of 2,586 network sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit


If you hold this position you will be accountable to the Customer Care Director for the effective management and implementation of the Zain best practice customer care policies and strategy. To ensure that the Back-Office approach, standards, processes and procedures are deployed and regularly reviewed and measured against International standards. To manage all the back-office employees


If you hold this position your main tasks and responsibilities :

    • Identify improvement opportunities based on performance reports and call evaluation
    • To translate business drivers in clear business objectives that can be communicated and understood by the back-office staff.
    • To insure and maintain the back-office standards of level of customer care
    • Participate in CC management meetings.
    • Participate in projects to improve the performance
    • Ensure a planned set of activities that balances staff workload to achieve the business targets
    • Coaching and follow-up on supervisor performance
    • Follow operational KPIs and provide target measures and comments
    • To ensure that work is carried out with regard to technical and professional standards and to meet all regulatory and legal requirements
    • To participate in the contingency plans that are in place and regularly review/update to mitigate risks/issues as the Zain customer base grows and the business expands
    • Execute recognition and rewards programs linked to customer satisfaction measures
    • Contribute in development and implementation of strategic vision for the Department
    • To lead, manage and develop teams of staff in a high-pressure customer orientated environment


  • You will be required to have:
  • Bachelor degree in any relevant field with at least 5 years of relevant experience .
  • Previous experience of working in a customer care environment is mandatory (5-years). Mobile Telecommunications background desirable.
  • Also it will be an advantage for you  if you have relevant professional Business qualification such as MBA.
  • You must have at least 1 year in supervising/managing people.
  • Previous experience of working in a customer care environment is mandatory (5-years). Mobile Telecommunications background desirable.
  • Should have previous strong track record of success in managing busy and complex front office organisations or shops where there is a heavy dependency on dealing with people, complaints and pressure

Soft Skills

  • Highly developed communication and reporting skills (verbal and written) in both Arabic & English.
  • Relationship building skills .
  • Problem solving skills.
  • Ability to apply best practice Project Management methods/processes
  • Negotiation/contract management of external suppliers
  • Leadership/management skills within a matrix management environment
  • Good communication skills, including ability to adapt communication style, coaching and feedback to the individual employee
  • Flexible, shows initiative and willingness to take personal responsibility for creating a success
  • Ability to handle stress and make decisions in a stressed environment
  • Ability to create a customer oriented culture through communication, coaching and performance management
  • Ability to be both a team player and a strong leader
  • Strong coaching skills and ability to give positive as well as negative feedback
  • Deep insight into Zain products and services, processes and procedures, IT-systems
  • Strong skills in call handling and ability to train and coach employees in telephone service techniques
  • Highly developed communication and reporting skills (verbal and written)

Zain Sudan

Job Group

Customer Care


Khartoum - Sudan

Contract Type

Full Time

Closing Date


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