Available Opportunities
VAC8415 - Director, Sales Operations and Support
Field: Sales Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 15-Oct-2021
The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

The objective of these role is to support the entire consumer business in their pre, present & post

transactions in an agile, within the guidleines & principles of the company to deliver an easy and superlative customer experience at our touch points.
This requires time to time adjustment of the process in servicing the customers, mitigating the challenges in conducting transactions effortlessly.
Interacting with interdepartment functions to deliver the above objectives

Raising the standard of the overall transactions provided by ooredoo and enhancing the digital roadmap for customers to have seamless online experinces.This may force  
 to redefine their interaction models.
To have regulatory controls which reflect the work procedures across all channels & units.
Dynamic rule positioned to ensure that all Sales Channels are capable to deliver their sales objectives from Systems availability and individual competencies perspectives.
 Maintain multiple touchpoints in the company, linking the Sales Department and its sales channels with Marketing, Technology, HR and Customer Experience in term of:
Systems availability and capabilities
New requirements of technical tools for Sales channels
Information Flow and Knowledge Management for Sales channels
Quality of services provided to customers via Sales channels
Sales teams (internal & External) Skills and Competencies development (Soft & Hard)

Key Accountabilities and Activities:
  • The objective of these role is to support the entire consumer business in their pre, present & post
  • To extent consequential & inconsequential support across all the technical aspects supporting the business to fulfill the transactions across all sales channels
  • Evaluate and manage the current set of systems and tools impacting the business positively
  • Subject matter expert and responsible for raising, collating and prioritizing all business related to RAS or other technical systems for change requests.
  • Overall management & bringing constant improvement in the help desk service that will provide uninterrupted online service to indirect & direct channels.
  • Lead the technical support team to provide after sales support through Sales department.
  • Manage a robust service audits Technical process to minimize revenue loss and improve customer experience.
  • Responsible for the implementation of all sales related technical process and policies.
  • Reviewing the overall sales related processes and policies, benchmark against best practices and make necessary changes for constant efficiency improvement.
  • Own and manage the business continuity process (RAS-BCP) to reduce business interruption and to increase sales and customer satisfaction.
  • From sales/business side to manage the production test for all new and existing products and services prior to commercial launch Management of overall system related functions, from business testing of products to changes in RAS/system interface/ DMS. And extending the knowhow across the sales channels
  • Own and manage strategic technical sales projects as assigned from time to time.
  • Interaction with other departments to ease the obstacles & enhance the overall development or implementation.
  • Holding sales related CR’s, BAU’s, improving systems & define sales users responsibilities.  Service Quality Assurance
  • Work closely with the Marketing & IT teams to create easily communicated training bilingual materials.
  • Ensure updates of training materials and communication releases over all communication channels.
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
  • Perform miscellaneous job related duties as assigned. 
  • Supports training financial objectives by recommending budget items; controlling costs.
  • Ensure quality systems and processes are complied with at all times
  • Sales Technical Support
  • Be aware of latest technology related to business and manage the implementation when needed.
  • Automating all sales related technical support and tools.
  • Reimagining and reverse engineering of some of the interactions to digital so that customers to have seamless online experiences. This may require to redo the current set of transactions
  • Ensure adequate supply of all products at least for a quarter to function smoothly to meet the AOP budgets .
  • Able to plan & forecast the inventory in line with sales trajectory based on the new promotions
  • Supervise the overall logistical operations as a contact point between Supply Chain, Warehouse and Sales Department for post & pre inventory related stocks. The role here is to own the retail programme ( I,e physical infrastructure) from maintance of existing store to expansion with in the commercial guidelines.
  • Accountability starts from the overall  Retail store components, starting from Site Selection to New Store Opening Plan, Interior and Exterior Design & budgets. Aligning with sales.
  • Lead the transformation program across Sales department to empower the role of all customers touch points including owned shops, Franchisee’s shops and Sub dealers stores.
  • Accountable for the maintenance of existing Retail stores through Best Quality and Best prices approach. Assess Customer Experience and Quality of service/sales across Sales channels using different forms i.e. NPS, VOCE, Mystery Shopping, etc.
  • Coordinates with the Training Team to Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
  • Manage the implementation of performance tools within Sales department (eQuiz, Mystery shopper, CSAT.)
  • Analyze the results of quality assurance tools within the sales department and highlights the gaps.
  • Analyze the Individual KPIs for Sales team and highlights the area of development to increase Quality to Determines training needs
  • Propose the suitable KPIs for the quality of Sales.
  • The assessment, progression and completion of learners in line with Awarding Organization code of Practice and Babcock Quality Assurance framework Ensure that the team is
  • Preparing new sales representatives by conducting orientation (Induction) to sales process/systems/manuals; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-along with senior representatives.
  • Visiting Agents at branches delivering teaching, learning & assessment towards their apprenticeship framework, including functional skills qualifications
  • Building and developing relationships with employees to insure healthy work environment.
  • Identify and engage potential employers and learners onto Apprenticeship Programmers Apply the quality controls mechanism for quality of sales.
  • Perform required reports that measure the quality of Sales.
  • Perform periodical reports of Sales agents assessments results
  • Work with sales divisions’ managers to collect feedback and gather requirements related to Quality of Service/sales across channels and to take actions accordingly
  • Keep track of all information flow records and issue reports whenever needed by management.
  • Maintaining documentation on teaching, learning and assessment within the e-portfolio system
  • Manage own caseload to achieve timely completion rates for learners

 

Qualifications:
 University Degree
Other Information:
  • Required 3-5 years of experience in Sales, Training
  • 3 + years management experience. Technical back ground is a plus
  • Strong knowledge of local market conditions and potential target market/
  • Customers and sales techniques.
  • Creative, innovative mind-set.
  • Effective verbal/written communication in both Arabic and English.
  • Project Management, Business administration, or any other related major.
  • Expert in MS Office.
  • Demonstrated expertise in business network operations.

 

Note: you will be required to attach the following:
1. Resume / cv