الوطنية موبايل |Head of Customer Service

Position title: Head of Customer Service
Location:Palestine - Ramallah
Deadline:20-Feb-2015

Role Summary & Duties and Responsibilities:

Role Summary

To effectively lead and manage a full range of operational and support services within Customer Service Department which includes the contact center, Back Office, and quality & training functions, through coordinating with all Wataniya Mobile business units in order to ensure the highest level of customer satisfaction is achieved according to plans and within budgets. This role is also a key to assure all activities and operations are provided according to desired KPIs and within desired Quality standards.

Duties and Responsibilities
Ensure the contact center is aware in advance of new products or service introductions or functions and to ensure that customer care interests are included in developing new procedures.
Lead and provide direction to the Contact center in case of problems causing an increase of customers’ complaints or impacting the service level and operational efficiency indicators.
Manage effectively the IVR functionality as regards liaising with IT to ensure needs are met.
Provide directions and Support the Quality and Training unit to assess the interactions of the CCRs with customers in respect to the processes, procedures and approved policies.
Provide training for new products/services and new systems as well as refreshment trainings for current CCRs.
Effective management of Back-office functions with specific importance on reducing manual processes and driving automation.
Ensure that all trouble tickets and complains related to back-office is properly handled and solved in time
Ensure that efficient support and back-up is available for Corporate and Dealers channels.
Provide recommendations for appropriate Improvements on any/all aspect of the Customer Service Department as well other commercial function to CCO to ensure that quality customer service are delivered at minimum possible cost, maximizing both efficiency and effectiveness while achieving objectives.
Develop, implement and monitor all Business Unit SLA/s for delivery of services internally and externally, reporting on a monthly basis against performance standards and taking any necessary corrective measures as are identified.
Oversee the analysis of daily, weekly and monthly activity reports and identify opportunities to optimize the team’s performance and the level of operational efficiency in the department
Improve the operational systems, processes and policies in support of Wataniya Mobile’s mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
Ensure effective internal communications both within the operations team and across the organization.
Implement and monitor the annual and medium term operational plans, program and projects to meet overall objectives and agreed timings.
Propose improvements to the existing processes and ensure all of these are documented.
Drive and direct the project management activities for new customers Service systems/tools. And Undertakes project monitoring for all operational projects within the Commercial unit, and liaising with the PMO within Wataniya Mobile on progress.
Manage, motivate and appraise all staff within all Customer Service functions.
Ensure that all legal special requirement/obligations are met and fulfilled in relation to Public prosecutor, TRA, and the ministry of Telecommunication, and   Interacts with the legal unit to ensure that.
Provide technical support for the agreed redesign, development, implementation and continuous improvement of the company’s processes as required to ensure a better customer focus.

Experience & Qualifications:
Minimum of 8 years’ experience, Ideally within Customer care or service providing function.
Minimum of 4 years of management experience in a fast-paced environment.
Strong knowledge and understanding of technology is desired.
Bachelor’s degree in Business related field or Information technology.

Skills:
Must have excellent communication skills with demonstrated ability of negotiation, and conflict resolution.
Should have excellent analytical skills with the ability to evaluate opportunities and provide key recommendations.
Proven ability of problem solving, exercise sound judgment in complex decision making.
Functional project management and planning skills with a demonstrated ability to meet deadlines and performance targets.
Proven ability to manage, supervise and provide leadership to big teams.
Demonstrated ability to design, cost management, implement and manage projects.
Experience in information management systems, including internet and online environments.
Experience in the use of Microsoft desktop software, including Word, Excel and Outlook.
High level written and oral communications skills including demonstrated skill in production of reports.
 

ملاحظة: يجب إرفاق الملفات التالية:
1-Resume / cv
2-Professional Personal Photo