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Over 11,000 training days invested by Mobily to ensure top notch customer service

Saudi Arabia: Sunday, April 24 - 2005 @ 14:38

Mobily family members–carefully handpicked for the job–are working diligently to ensure network and service deployment are in accordance with the highest industry standards.

Hamed Al-Kharji, Human Resources (HR) Executive Manager at mobily, described the process of selecting the company’s staff as “the fruit of teamwork to headhunt the best expertise from Saudi Arabia and the Middle East.” “Saudization rate has so far reached 79%; this means that four Saudis were hired vis-à-vis every non-Saudi. We aspire to further increase this ratio as we intend to conduct effective, on-going training programs to deliver prime services to our customers while enriching the knowledge base of our employees,” added Kharji.

As soon as the news about Etihad Etisalat winning the new bid for the second mobile telephone license in Saudi Arabia hit the news stands, the company received a barrage of more than 70,000 job applications pouring in from around the world. The HR team distilled the piles of paperwork to a refined, shortlist of candidates with qualifications in line with the company’s vision to provide top customer service.

Al-Kharji added that the toughest challenge facing the HR department was “recruiting Saudis with experience in competitive telecommunication markets. Services in a competitive market differ completely from those provided in a monopolistic situation. With mobily winning the first such license in Saudi Arabia’s history, the notion of competition made the challenge of finding experienced people in the field even greater. Mobily has implemented a transparent recruitment policy; while focusing on recruiting as many qualified Saudis as possible in their respective fields be they IT, engineering, customer service, sales, and others, support had to come from Middle Eastern countries where telecommunication competition had already taken root.”

“Mobily’s strategy”, Al-Kharji stressed, “is to capitalize on non-Saudi expertise to train Saudis with the objective of the latter gradually replacing the former over the coming years with the hope of realizing a Saudization rate above 80%.”

Mobily has to date recruited 634 male and female employees of which Saudis constitute 79%. The ratio of Saudi female employees to their Saudi male counterparts is 27% to 73%. Saudi females comprise 98% of all females working at mobily while Saudi males make 78% vis-à-vis the overall number of the company’s male workforce.

Training, Al-Kharji said, is being provided in two-fold: Theoretical and practical. “The total number of training days so far completed has reached 10,865 days. This is record achievement given the large number of employees and the short time span during which such massive preparations for quality customer service training took place,” Al-Kharji concluded.

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Sunday, April 24- 2005 @ 14:38 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.

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