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Job description / Role
You will be responsible of reviewing performance data and measures productivity and goal achievement, and determines areas that need improvement, managing workflow for the section, reviewing and implementing procedures and policy changes of the department, seeking continuous improvement and achievement of stated business results, coaching team members by using call and reports quality and system tools to increase individual productivity and team performance to the highest levels, providing direction to the outbound representatives on screening requirements.
Soft skills utilisation, and proper call routing, constant training and education of the team regarding new guidelines and processes for compliance and calling opportunities; manage, train, and develop staff to exceed expectations, managing, developing and updating existing processes in the department, defining and optimising new processes taking systems capabilities and processes capacity into account, Implementing new reports and services to enhance the performance of the section.
Working with sales and marketing to ensure all security matters are conscious and reviewed, occasionally special project will occur, you are expected to be flexible and participate as assigned by management, working with Sales and Marketing in order to highlight matters related to quality and processes.
Responsibilities will also include the following:
- Generating required report from Geneva billing system/ODS DMS/ICF/.
- To be enclosed with official report upon request.
- Having the authority to close or escalate any Authorities issue if you find it necessary.
- Having the authority to approve leave, if the schedulers announce availability.
- Have the authority to conduct team meeting, coaching sessions and one to ones.
- Having the authority to make PDP’s for each staff and propose trailings, projects, actions etc. to ensure development
- Having the authority to discipline and issue written warnings to a team member in cooperation with HR.
- Responsible for any confidentiality breech (investigate and cooperate with HR for escalation)
- Investigation on dealer’s fraud cases within corresponds with A/CH and DH indirect sales.
- Sending confidential brig reminder to customer service and flowing up the case with HR.
- Responding to all calls from public prosecutors and provide required information, and analysing report to give advice to solve technical cases.
- Responding to all calls from ROP authorised officers and provide required information, and analysing report to give advice to solve technical cases.
- Being on Call 24/7 support to PP/ROP in any urgent case.
- Supporting the Contact Centre in dealing with abusive customers practicing criminal activity.
- Supporting marketing in illegal case to be followed in authority.
- Supporting ITA in any security information required after getting official letter from PP.
- Seeking for evidence; and liaises with internal Legal Advisors and action when required.
- Delivering official letters of fraud/abusive criminal activities to Public Prosecution when needed.
Requirements
You should have a minimum of 6 years working experience with a bachelor degree in computer science or information systems.
Skills Required:
- Good MS Office skills
- Problem solving skills
- Good Communication skills
- Very good written and spoken English
- Excellent 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.