VAC00227-Team Leader – B2B Business Call Center

Job Description

VAC00227-Team Leader B2B Business Call CenterBusiness & WholesaleplaceMuscat, OmanShort descriptionInternally OnlyOoredoo Family Member:The Business Call Centre is responsible for establishing the standards for service and delivery and ensuring their effective delivery through putting in place processes and monitoring them to ensure the highest level of service delivery to business customers is achieved through the center.Core Responsibilities:* Continually strive to meet and exceed customer expectations of Ooredoos business service through delivery of superior service via their team.* Manage all the interaction coming from the business customer authorized person.* Manage a specialist team to ensure all Ooredoo business customers first and second level complaints are resolved including mobile related complaints:* Mobile Voice* Mobile Data* Mobile Value Added Service* Monitor individual and team performance on a daily, weekly and monthly basis through:* Monitoring the quality of customer calls against the agreed standards and customer expectations.* Monitoring will be conducted by Silent Monitoring and Side by Side (double jacking with the Champ).* Monitor outstanding service requests and ensure service levels are met.* Monitoring telephone states and BMCs and performance of the team.* Handle customer complaints as required.* Effectively plan, schedule and manage the resources available within the Team Leaders own team through the use of workforce management tools and techniques, including:* Verify team schedules and communicate expectations to the team.* Check and manage the teams adherence to the planned schedule on a daily basis. Manage Specialist punctuality and availability in accordance with company policy.* Update Schedulers with any exceptions and take action as appropriate.* Continually search for opportunities to improve processes and services offered to Ooredoos customers. * Provide the specialist with immediate feedback and coaching to continually improve the service Ooredoo offers to its customers.* Provide specialists with feedback on call management techniques and average performance against their peers and Contact Centre as a whole.* Conduct monthly one 2 one feedback and coaching sessions with each Specialist. Record and give feedback on Customer Champion call performance and standards and record and implement any support for any development need required.* Motivate and empower the team to get things done on behalf of the customers* Prepare Performance Contracts for the team and conduct accurate Annual Appraisals.* Plan and organise daily team briefings to update the team with any relevant information, new promotion, campaigns and new product and service introductions and ensure they are recorded.* Test effectiveness of briefings through the use of knowledge quizzes, tests and call monitoring.* Introduce elements of fun/games into daily activities.* Provide recognition and praise to the team for standards met or exceeded, excellent team work, outstanding call handling, customer compliments etc.* Assist, coach and advise specialists as to the best way to handle customer complaints. * Keep records of daily activities completed.* Provide input to management reports as required.Skills Required* Complaint handling* Team management* Scheduling and resource management* Providing Feedback * Communicating effectively* Managing Others* Planning & Organizing* Customer focused* Results Oriented* Problem SolvingThe PersonBachelor degree in business or relevant field * 4+ years experience in customer care & complaint management and back office* Specific experience with Business Customers is a must for at least 2 years as a champion* Complaint Management Experience* Business Customer relation experience* Experience of handling demanding customers* Proven experience of managing teams to deliver successful outcomes* Ability to operate in a demanding environment and prioritise effectively* Ability to handle confidential information and utilize customer feedback* Internal and external reporting and influencing skills* Ability to work in fast-paced environment with targets and deadlines* Excellent organizational and customer service skills and the ability to manage multiple and competing priorities * Complaint handling* Team management* Scheduling and resource management* Providing Feedback * Communicating effectively* Managing Others* Planning & Organizing* Customer focused* Results Oriented* Problem SolvingAdditional InformationFor allinternal Ooredoo Oman applicantsthat wish to apply to this vacancy; you are required to discuss with your line manager first before applying. You will also need to have been working in your current position for a minimum period of one year with a minimum performance Grade three rating. Note: All the internal positions will be screened based on: - Promotion Matrix- Relevance Years of experience First priority will be given to the applicants who will meet the requirements of the promotion matrix and who will have relevance years of experience as per the job requirements. For allNon-Ooredoo Oman employeeswho work for another operation underOoredoo Groupyou are required to seek written HR approval from your company first before applying.

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