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Job description / Role
As the Department Head - Consumer Contact Centre you will be leading and motivating a team of customer care team , taking accountability for service delivery to Ooredoo customers and all aspects of contact centre performance, managing the customer care operation on a real-time basis, taking management decisions to maintain and exceed performance expectations.
You will be responsible of managing real-time operational performance in the contact centre, ensuring that scheduled resource plans (including annual leave plans) and published schedules are adhered to, and that unplanned events and issues are responded to as quickly, efficiently and effectively as possible, monitoring service level, call waiting time, calls queuing and champ availability on a real-time basis; direct team leaders towards managing optimal performance, ensuring that trouble tickets (BMC or Remedy Tickets) are created, followed up, handed over and closed as effectively as possible to agreed SLAs, to deliver an optimal customer experience, making decisions to optimise performance of the centre, communicate and coordinate requirements to Team Leaders on duty, running daily operations meetings to review the previous days performance, highlight any upcoming areas of focus and update the team with any relevant information, new promotion, campaigns and new product and service introductions, ensuring that all customer-impacting information cascaded to the contact centre is known and understood by team leaders and customer champions, proactively managing the team to escalate and pursue the resolution of issues with other departments such as Marketing, Sales, IT, NOC and Service Assurance, updateding on the strategy and major projects going on, take actions to facilitate, and make sure the call centre is on track on deliveries, monitoring time management according to published schedules; minimise idle time by assigning TTs or other duties, planning and managing breaks and coordinate with team leaders to ensure service levels are optimised and team rest times are managed appropriately, ensuring that team leaders deliver monthly one-to-ones, team meetings and coaching sessions (focused on KPIs, Performance and Development) to their Customer Champions and ensuring that Team Leaders monitor Quality at an individual level; ensure that Team Leaders are listening in to calls (silent monitoring or side-by-side coaching), and that they are delivering feedback on calls monitored by the Quality team.
Requirements
You should have a minimum of 8 years working experience, 5 years of experience in customer care management as a section head with a bachelor degree.
Skills Required:
- Good MS Office skills
- Problem solving skills
- Excellent communication skills
- Very good written and spoken English
- Good written and spoken Arabic
About the Company
Ooredoo, Omans customer friendly communications provider..
Ooredoo combines extensive global expertise and talented, caring people with a genuine understanding of Omani culture to offer you the highest levels of user-friendly technology and customer satisfaction.
Our Vision and Mission
At Ooredoo, we are committed to enhancing your daily life by making communication easier, more versatile and always a rewarding experience.
Our vision is to enrich the lives of people in Oman through better communication services. Furthermore, our mission is to be the communications provider and employer of choice in Oman.