Team Leader, Digital Interaction Center

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:

Manage a team of Digital Interaction Center staff to efficiently handle
various contact types on queries such as responding to billing enquiries, bill
settlement, and processing service requests with regards to customer
complaints. Lead, motivate and coach the Interaction Center staff in order to
provide best in class Customer Service.
Key Responsibilties:

• Provide superior customer service by leading, motivating and coaching a shift-based team.


• Responding to customer enquiries such as general information, billing and complaints, as well as ensuring that customers are proactively contacted to update them on various events like TT status, collect debts etc. when escalated to Team Leaders.


• Deliver an efficient and effective service to customers and ensures that all internal targets are monitored and met, and ensures objective setting criteria are appropriate.


• Monitor customer service delivery and act to ensure that process, product and system quality standards are met within assigned team as well as on the Contact Centre Floor.


• Ensure work is allocated appropriately within the team according to schedule supplied to account for workload and skill levels on a daily basis.


• Act as a point of expertise as required to, resolve complex issues and identify, analyse and act on, opportunities to improve processes, services and systems, making recommendations and implementing as appropriate.


• Convene daily shift commencement briefings to review previous day's performance, advise developments and provide a forum for exchange of views.


• Generate and participate in the analysis of daily, weekly and monthly activity reports to identify trends, optimise resource deployment and improve services.


• Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress.


• Create daily hand-over reports that convey all important activities of the Customer Care Centre.


• Keep the team within acceptable Human Resources guidelines for absences, sick leaves, etc.


• Ensure that all Customer Care Executives are aware of all Ooredoo Telecom and Customer Care Policies and Procedures.


• Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.


• Attend all meetings and training sessions as required.


• Answer email enquiries from customers on a timely basis.


• Handle special tasks assigned to him by line manager from time to time.


• Monitor Digital Interaction Center Performance


• Participate in all UAT testing related activities for the Digital Interaction Center.


• Insure FCR (First Call Resolution) is achieved, and maximized.


• Handles & close all Telesales Inbound inquiries, and leads, and ensure targets are met set forth by company.


• Escalate any issue to direct Line Manager that impacts set customer service standards.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.


• Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.


• Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress.


• Prepare Quarterly performance evaluations for all agents on their team.


• Be responsible for all team related coaching. Intraday activities like registering sickness, leaves, etc. mentoring, new team members and ensure the team is performing optimally.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:
  

Bachelor in business or a related discipline from a recognised tertiary
institution.
Job specific technical Skills:

• ‎3 years of experience based on progression ladder


• ‎2 + years of relevant on the job experience.


• Good communication skills.


• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.


• Fluent verbal and written communication in both Arabic and English.MS Office


• PC literate with a good knowledge of systems


• Strong knowledge of products, billing system, services and procedures
  Note: you will be required to attach the following:

‎1. Resume / cv