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Team Leader, B2B Interaction Center

Ooredoo Group

Kuwait City, Kuwait

Ref: OP853-497

Job description / Role

Employment: Full Time

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 Role:

Manage a team of Interaction Center executives to efficiently handle various contact types on queries such as responding to billing enquiries, bill settlement, and processing service requests with regards to customer complaints. Lead, motivate and coach the Contact Center executives in order to provide best in class Customer Service.

Key Responsibilities:

- Provide superior customer service by leading, motivating and coaching a shift-based team.
- Responding to customer enquiries such as general information, billing and complaints, as well as ensuring that customers are proactively contacted to update them on various events like TT status, collect debts etc. when escalated to Team Leaders.
- Deliver an efficient and effective service to customers and ensures that all internal targets are monitored and met, and ensures objective setting criteria are appropriate.
- Monitor customer service delivery and act to ensure that process, product and system quality standards are met within assigned team as well as on the Contact Centre Floor.
- Ensure work is allocated appropriately within the team according to schedule supplied to account for workload and skill levels on a daily basis.
- Act as a point of expertise as required to, resolve complex issues and identify, analyse and act on, opportunities to improve processes, services and systems, making recommendations and implementing as appropriate
- Convene daily shift commencement briefings to review previous day's performance, advise developments and provide a forum for exchange of views.
- Generate and participate in the analysis of daily, weekly and monthly activity reports to identify trends, optimise resource deployment and improve services.
- Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress.
- Create daily hand-over reports that convey all important activities of the Customer Care Interaction Center.
- Keep the team within acceptable Human Resources guidelines for absences, sick leaves, etc.
- Ensure that all Customer Care Executives are aware of all Ooredoo Telecom and Customer Care Policies and Procedures.
- Maintain and improve quality results by adhering to standards and guidelines; recommending improved procedures.
- Attend all meetings and training sessions as required.
- Answer email enquiries from customers on a timely basis.
- Handle special tasks assigned to him by line manager from time to time.
- Escalate any issue to direct Line Manager that impacts set customer service standards.
- Coordinate with B2B Division for all B2B related activities pertaining to the B2B Interaction Center
- Insure FCR (First Call Resolution) is achieved, and maximized.
- Handles & close all Telesales Inbound inquiries, and leads, and ensure targets are met set forth by company, and B2B Division.
- Participate in all UAT testing related activities for the B2B Interaction Center.Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
- Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
- Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.
- Identify and provide input for staff training and development programs and follows-up with post-course assessment to gauge progress.
- Prepare Quarterly performance evaluations for all agents on their team.
- Be responsible for all team related coaching. Intraday activities like registering sickness, leaves, etc. mentoring, new team members and ensure the team is performing optimally.
- 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.


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

Other Information:

- 3 years of experience based on progression ladder
- 2 + years of relevant on the job experience.
- Good communication skills.
- Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
- Fluent verbal and written communication in both Arabic and English.MS Office
- PC literate with a good knowledge of systems
- Strong knowledge of products, billing system, services and procedures

Note: you will be required to attach the following:
1. 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.

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