Available Opportunities
VAC8288 - Manager Interaction Center Operations / Fast Telco Subsidiary of Ooredoo Kuwait
Field: Customer Care Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 30-Nov-2021
Role Purpose:
Responsible for managing the Operational Activities for the Telesales functions, and act as a support function for inbound/outbound telesales/telemarketing.  Furthermore, will be responsible for all customer care back office operations, e-Shop Fulfilment, and device delivery to customers by managing internal/external resources.  In addition, will be responsible for Customer Care Quality of Excellence function, and monitoring.
Key Accountabilities & Responsibilities:
  • Supervise performance of staff in Interaction Center Operations department to ensure operational activities, and task are completed on target.
  • Supervise, and Manage, and coordinate telesales operations activities, and coordinate with Telesales department on achieving the highest standard of customer service. 
  • Work with Director, Interaction Centre operations to optimise the business and system processes and identify and act on areas for improvement.

    divisions, to continuously improve on quality standards, based on market trends and customer expectations

  • Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
  • Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
  • Liaise with Knowledge Management function to design and deliver appropriate formal training and development programs for the Telemarketing team.
  • Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.
  • Implement procedures and processes set by the Telesales/telemarketing for dealing with operational issues
  • Ensures work is allocated appropriately within the team according to schedule supplied to account for workload and skill levels on a daily basis.
  • Handle, and monitor Telesales targets, and preparation of commission reports for both internal/external resources.Ensure Back office Team is operational excellence of the unit.
  • Handle, and monitor activations of telesales new leads, and services.
  • Interface with marketing for newly created promotions, and campaigns, and coordinate with technology for all technical issues for the same.
  • Develop monthly improvement proposals (process revisions, etc.).
  • Develop action plans and implement prioritized actions.
  • Provide quality and on-time weekly report to the Interaction Center operations Director (operational status reports).
  • Manage the e-shop fulfilment activities.
  • Handle all issues related to Product/service delivery pertaining to Ooredoo, and FT
  • Monitor all fulfilment issues, and SLA.
  • Manage internal/external delivery resources, and entities
  • Develop Quality vision & strategy in coordination with department managers to ensure achieving customer satisfaction.
  • Design, develop and implement a customer contact strategy, which includes attributes such as quality of service delivery, interaction quality, efficiency, sustainability etc.
  • Plan & direct the efforts for deploying quality management concepts & tools in collaboration with other departments and divisions.
  • Monitor quality performance to identify gaps & areas of improvement.
  • Follow up on audit results to ensure presence of proper action plans to resolve non conformities & implementation of required corrective actions.
  • Work with Business Excellence Department to reengineer business processes to improve efficiency & ensure implementation of customer centric processes.
  • Ensure effectiveness of achieving customer satisfaction & improving the organization’s image through implementing efficient corrective and preventive actions.

     

  • Analyse, report and present periodic reports on quality KPI’s and qualitative performance of various customer care functions, to Senior Director to identify gaps & areas for improvement.
  • Formulate and deploy a Continuous Improvement Program (CIP) in collaboration with other departments in customer care and other
  • Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
  • Other duties as directed by supervisor or other superiors.
Qualifications/Requirements:
  • Bachelor Degree in business or a related discipline from a recognised tertiary institution.

Other Information:
  • 7-8 years of experience based on progression ladder
  • 5+ years supervisory experience
  • Advanced selling / negotiation Skills.
  • Good communication skills.
  • Fluency in verbal and written English and Arabic.
  • Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
  • Management and organisational skills.
Creative thinking and ability to work effectively under pressure and tight time-lines.
Note: you will be required to attach the following:
1. Resume / cv