Monday, January 19, 2009

Manager Inbound Call Cantre-Doha - Qatar

Role & Context: Purpose: • Take responsibility for the operation of the inbound Mobile Call Centre Shifts and to jointly plan and manage the activities of Section Heads, within the Mobile section ensuring that all operational objectives and targets are achieved. To accurately document and report on all relevant inbound issues related to mobile to all concerned parties. To liaise with other Customer Care departments to ensure co-ordination for all products and projects Context: • This role is a key one in the structure as the job holder will be expected to take responsibility for day to day activities in a specific section of the Inbound Department of the call centre. The development and implementation of procedures and processes for dealing with inbound calls which relate to mobile, with this role playing a part in their further improvement and refinement ROLE ACCOUNTABILITIES: • Jointly plans the operational activities of the mobile inbound call centre teams under guidance from the Senior Manager-Call Centre. • Jointly agrees on operational targets and objectives for Section Heads • Takes responsibility for the Team Leaders and representatives , ensuring operational results that meet or exceed targets. • Ensures the delivery of Customer Care services to agreed standards and works with Section Heads to optimize the business processes and identify and acts on areas of improvement. • Provides operational support to relevant internal departments for the implementation of new products and services • Takes operational responsibility for the performance of all Section Heads and Team Leaders and has specific responsibility for the development of Section Heads. • Liaises with Manager-Training on the design and delivery of appropriate training and development programmes. • Liaises with scheduling to ensure appropriate resources are available to meet operational requirements • Liaises with standards team to ensure continuous improvement in call handling standards so that agents can progress through the different levels and skill sets. • Informs, motivates and coaches Section Heads to improve performance and expertise. • Maintains clear communication with Managers, Team Leaders and Agents across the Inbound Team and across the Customer service Unit. • Ensures all team performance reports are documented appropriately in carefully prepared documents and are regularly updated in order to provide data as required by the Senior Manager Call Centre. • Ensures calls are logged correctly ensuring that all data required is captured. • Convenes daily briefings to review previous day’s performance, advise developments and provide a forum for exchange of views • Oversee the Scheduling, Reporting and Content of Knowledge Base is correct by reviewing and validating the data as provided by the Knowledge Management Team. • Co-ordinate with the Quality Assurance for quality monitoring in order to ensure adherence to Quality Standards as defined by the pre-determined standards. Review the data in order to take appropriate action for own area. • Liaise with the Section Heads in order to follow up on the resolution of Customer Complaints escalated to the Help Desk Team to ensure complaints have been handled appropriately, and to identify areas for improvement in own team in order to reduce the number of complaints which require escalation. • Liaise with the Section Heads in order to improve/validate/review processes and procedures to ensure operational efficiency. To regularly review those standards to constantly seek to improve Service delivery to customers. • To constantly seek to identify new or improved ways of working & enhancement of call centre operations. KEY PERFORMANCE INDICATORS • Number of Calls Handled for teams • Number of Customer Complaints specific to call handling for teams • Average Call Handling Time for teams • % of calls escalated to Help Desk • Team Management

Profile Minimum Experience & Essential Knowledge • At least 10 years experience out of which 5 years should be in direct customer service industry, with a minimum of 3 at senior level. Minimum Entry Qualifications • Bachelor Degree in any field Qatari Citzens is the priority, but can consider the following nationalities as well Egyptian Sudani Syrian Algerian Tunisian Others please do not apply if you belongs to the following nationnalites Jordanians Yemenis Lebanese Non Arabic Speakers *** Looking For good arabic Speakers only
Experience 10 - 15 years
Education Basic - Bachelor of Business Administration ( Management )
Nationality Qatari
Gender Any

Contact: Name Deven - Recruitment Consultant
Email: solutions@webecome.com