Available Opportunities
VAC6945 - Team Leader Process, Systems and internal Communication ( Omani or GCC Nationals )
Field: Customer Care Contract Type: Full Time - Permanent
Location: Oman - Muscat Closing date: 11-Dec-2017
Ooredoo Oman Family Member:

As the Team Leader Process, Systems and internal Communication you will be supervising the processes and systems, and the communication functions to ensure first class service is provided to other departments and the rest of customer experience and the continual development of the team.

Core Responsibilities:

You will be responsible of setting regular meetings to monitor progress of  and share information with the ( Process, Systems and communication Teams), identifying areas for development  and  provide any coaching/ development required, proposing training for team members relevant to their tasks or where improvement may be required, ensuring tasks done by team members are in line with the company business  objectives and department objective  and are delivered to time and quality standards, planning and conducting  annual & quarterly appraisals  to be conducted to team members, keeping records of daily activities completed for team members, obtaining updates on the usability of the IVR by report analysis  & propose changes when needed based on statistics and surveys:

  • Daily on observation.
  • Weekly by reporting.
  • Monthly as one to one’s.

Overseeing that the IVR tree is updated with all needed information related to new promotion and its designed to have minimal impact on champions, undertaking pre planning with the internal coms &  process  & system specialist on the project prior to launch, ensuring that champions  have all needed information on new products/services before launch through the system, ensuring that champions have all needed access to support new service/product, knowing the full road map of a new product, service or system covering a full launch roadmap plan and all its entities including:

  • UAT – FUT – IVR - Bulk SMS - Communication to champions

Ensuring all customer care champions have the required system information to perform their tasks and ensuring the knowledge base is up to date with all the information needed to perform their tasks.

    The Person:

    You should have a minimum of 4 years in customer care in an automated environment, significant understanding of IVR systems, strong understanding of process development /improvement and implementation, experience in team leadership role, MS Office Proficient, fluent in written and spoken English and Arabic with a bachelor degree in business.

    Skills Required:
    • IVR Administration.
    • System development.
    • Process improvement and development.
    • Internal Communications content development.
    • Team leadership.
    • Communicating Effectively.
    • Planning & Organising.
    • Analytical thinking.
    • Results Orientation.
    • Customer focus.
    Note: you will be required to attach the following:
    1. Resume / cv
    2. Passport-size photograph
    Share |