| Corporate Contact Center Senior Manager | |
| Omantel Muscat, Oman Ref: GP462-47 |
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The RoleThe RoleJOB PURPOSE : To manage customer interactions for fixed, mobile and internet corporate customers; to develop call center procedures and policies; to manage call center operations and performance. KEY RESPONSIBILITIES: Functional (Process/Technical/Operational): • Implement Contact Center targets and initiatives for Corporate BU • Develop and supervise management of call center operations • Supervise management of outbound customer calls • Supervise management of database of corporate customer account details • Supervise service activation and subsequent service alterations in coordination with Integrated Technology and Mobile Network. Customer: • Supervise resolution of customer enquiries, investigation and resolution of complaints for all Corporate customers • Develop, maintain and manage customer satisfaction initiatives • Develop and establish customer retention policies, guidelines, and standards as well as loyalty and win-back programs. Financial: • Ensure adherence to operating budget of Contact Center department. People: • Cascade Contact Center targets into Manager targets and initiatives • Develop talent within the team by providing consistent direction and support to achieve stretch targets and take leadership positions • Manage the team on a daily basis including resolving issues and maintaining high motivation levels within the team • Complete accurate, objective and fact-based performance appraisals for all direct reportees on time. KEY PERFORMANCE INDICATORS: Measurable Deliverables: • Delivery of Contact Center targets and initiatives • Negative variance from budget for Contact Center department. |
RequirementsRequirementsMinimum Qualifications: • Graduate degree in Business Administration. Technical Skills: • Good corporate telecommunications domain knowledge • Omani market knowledge. Behavioural Skills: • Good business judgment • Good analytical and problem solving skills • Good project management skills • Good written and oral communication skills • Good people management skills. Language Skills: • English • Arabic Specific experience: • Should have been in a leadership role for at least 1 years • Should have at least 2 -3 years experience in a customer care function. Overall experience: At least 6 years |
About the CompanyAbout the CompanyOman Telecommunications Company (Omantel) forms a pivotal part of the renaissance taking place in the Sultanate of Oman. Serving the nation and its people has always taken precedence, with updating and improving customer services and training attaining tremendous importance. Employing and investing in state-of-the-art technology, Omantel has always tried to get the best of the world leading the nation towards the digital environment. With Global Networks Services (GNS), Digital Data Network, GSM and the Internet, the Sultanate of Oman has established a vital link with the rest of the world, opening up new horizons of investment. |
This Position is closed or expired
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