Team Leader Collection & Billing Quality Assurance

Job description / Role

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 Purpose:

Provide superior customer service by leading the team involved in responding to collection and billing enquiries, proactively contacting customers for bill settlement and recovering overdue account revenues and processing credit facility payments.

Key Activities & Responsibilities:

- Ensure that all internal collection targets are monitored and met, and ensure collection objective setting criteria are appropriate for the team.
- Monitor customer service delivery and act to ensure that process, produce and system quality standards are met.
- Ensure work is allocated appropriately within the Collection team to account for workload and skill level on a daily basis.
- Resolve complex issues and identify, analyze and act on opportunities to improve processes, services and systems, making recommendations and implementing where appropriate.
- Convenes daily shift commencement briefings to review the previous day's performance, advice the team of developments and provide a forum for the exchange of ideas.
- Generate and analyze daily, weekly and monthly activity reports to identify trends, optimize resource deployment and improve services.
- Ensure that all billing enquiries, which require a written response or further follow-up, are completed in accordance with the undertaking given to the customer.
- Turn line manager's risk analysis to action plan and have it well implemented among internal-external stakeholders.
- Study line manager's forecast on the bill cycle and contribute on testing highlighted potential risks and weaknesses.
- Analyze bill cycle base to identify potential risks based on the historical record.
- Execute rate plan selection based on the forecast outcomes to carry out the testing activity.
- Provide proper testing templates and methods equipped with the base bills and details.
- Pay full educational and operational support to the testers before, during and after the testing activity.
- Enhance testing templates with latest related organizational updates.
- Improve testing scenarios to comply with the latest related organizational updates.
- Evaluate flagged fails and eliminate wrong flags & captures
- Communicate bill testing results to management along with sharing fails with the concerned teams to be fixed within agreed timeframes.
- Follow up on the fixing progress with the concerned teams.
- Request management approval to stop the bill run if the fix wasn't complete by the time of bill generation.
- Proceed the bill run if the activity resulted no fails or if the fix was completed within agreed timeframes.
- Carryout needful analysis on the common & bold fails and share department comments and recommendations.
- Receive Direct Debit activation, modification and cancellation forms from retail and authorized areas.
- Assure all mandatory information are well provided and requesters are eligible for direct debit.
- Communicate missing/wrong information to Sales and customers for correction.
- Follow-up with finance on the status of direct debit inquiries and requests
- Provide full educational and operational support to retail and authorized areas on direct debit procedures and updates.
- Log In-Pending -Out direct debit activities for quality and analysis purposes
- Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Plan and manage the activities of staff in Collections, to ensure they are able to assist customers in understanding the more complicated aspects of their invoices and securing settlement of outstanding invoices
- Undertake regular job training and coaching to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Identify and provide input for staff training and development programs with organization development and follows up with post-course assessment.
- Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximize their potential.
- 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.

Requirements

Other Requirements:

- Required years of experience based on progression ladder, related experience in customer service and/or administration.
- 1 + years supervisory experience.
- Strong negotiation skills
- Fluent verbal and written communication in both Arabic and English.
- Team leadership and coaching skills.
- Background in workout / recovery plans, with a minimum of 2 years at a supervisory level.
- Strong "Microsoft Office" skills
- Strong "presentation" skills
- Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

The Qualification:

- Bachelor Degree or diploma in business or a related discipline from a recognised tertiary institution.

Note: you will be required to attach the following:

- Resume / cv

About the Company

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.