Job Summary:

The Supervisor / Store Manager is responsible for overseeing the daily operations of the telecom franchise store, driving sales performance, managing and motivating the sales team, ensuring excellent customer service, and maintaining compliance with company policies and telecom regulations. The role focuses on achieving business targets, optimizing store operations, and enhancing the overall customer experience.

Job Responsibilities:

Promote and sell Etisalat plans tailored to businesses, institutions, government entities, and Emirati customers.
Provide detailed information about plan features, benefits, and pricing to potential clients.
Identify opportunities to enhance revenue through upselling and cross-selling of products or services.
Ensure exceptional customer service, handling and resolving customer concerns promptly and professionally.
Meet quality Key Performance Indicators (KPIs) related to customer service, such as response time, resolution time, and customer satisfaction scores.
Collaborate with audit teams during Internal & external audits, ensuring compliance with industry regulations.
Handling of Telecommunications Regulatory Authority (TRA) audits, ensuring compliance with relevant regulations.
Contribute to internal mystery shopping initiatives to assess the quality of customer interactions.
Supervising the daily Store operations.
Managing the workflow of the team of CSR and DM, creating team schedules and delegating tasks.
Manage staff performance, monitoring the ongoing work.
Responsible for all KPIs vs target for the Store as per set benchmarks.
Train the employees to work efficiently to ensure smooth and continuous operations.
Ensuring that business goals achievements, deadlines and performance standards are met.
Compliance management, daily/monthly reporting as per format.
Ensuring that the employees are following safe work practices and company standards.
Set targets for team, Assess the work performance and identify areas of improvement and do OTJ training.

Experience (Yrs & Field):

3+ years experience in Telecom/sales.

Educational Qualification:

Bachelor's Degree

Skills & Competencies :

Strong leadership and team management skills
Experience in retail and telecom sales operations
Ability to achieve sales targets and business objectives
Excellent customer service and relationship management skills
Strong communication and interpersonal skills
Staff supervision, coaching, and performance management
Inventory, stock, and store operations management
Problem-solving and decision-making abilities
Knowledge of telecom products, services, and promotions
Sales reporting and basic analytical skills
CRM and MS Office proficiency
Ability to handle customer escalations and complaints
Strong organizational and time management skills
Result-oriented and customer-focused approach
Ability to work under pressure and manage multiple priorities