Supervise the analyst floor on a shift-by-shift basis, ensuring queue health, SLA attainment and consistent quality of service to users across the estate.
KEY RESPONSIBILITIES
• Own real-time queue and floor management - adherence, escalation, workload balancing and break scheduling.
• Provide first-line escalation for analysts on complex, sensitive or high-profile calls.
• Conduct call quality reviews and structured one-to-one coaching against the QA framework.
• Manage shift rosters, absence cover and holiday planning for the analyst team.
• Support onboarding, induction and ongoing training of new analysts.
• Identify and escalate potential major incidents to the Major Incident Management process without delay.
• Monitor knowledge article usage and feed gaps back to the knowledge owner.
• Produce shift handover reports and daily performance summaries.
REQUIRED TECHNICAL SKILLS
• Team supervision in a live, high-volume service desk environment.
• Strong real-time queue and workload management discipline.
• Solid technical baseline across Windows, Microsoft 365, Active Directory and networking to support escalations.
• ITSM platform proficiency including dashboards and real-time reporting.
• Coaching and performance management.
KEY RESPONSIBILITIES
Own real-time queue and floor management - adherence, escalation, workload balancing and break scheduling.
Provide first-line escalation for analysts on complex, sensitive or high-profile calls.
Conduct call quality reviews and structured one-to-one coaching against the QA framework.
Manage shift rosters, absence cover and holiday planning for the analyst team.
Support onboarding, induction and ongoing training of new analysts.
Identify and escalate potential major incidents to the Major Incident Management process without delay.
Monitor knowledge article usage and feed gaps back to the knowledge owner.
Produce shift handover reports and daily performance summaries.
REQUIRED TECHNICAL SKILLS
Team supervision in a live, high-volume service desk environment.
Strong real-time queue and workload management discipline.
Solid technical baseline across Windows, Microsoft 365, Active Directory and networking to support escalations.
ITSM platform proficiency including dashboards and real-time reporting.
Coaching and performance management.
Is this role a fit for you?
Upload any CV — a short AI chat builds your profile, scores how well you fit roles like this across the Gulf, and tailors an ATS-ready CV to each. Free to start. No job promises — you always apply yourself.
AL SAHRAA CONTRACTING AND LOGISTICS SERVICES - L.L.C · Abu Dhabi - United Arab Emirates (UAE)
Listing aggregated from naukrigulf. Built for the Gulf. No job or interview promises — we make your search faster and your CV stronger.
UnfairJobs is an AI career assistant. Job listings here are a free index of public postings — we never charge employers or sell listings, and you always apply yourself, on the original posting.
