Team Leader
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الوصف الوظيفي Purpose: To monitor and supervise Customer Services Representative (CSR). To ensure member attend and resolve customer complaints related to Ooredoo product/ services and programme benefits ensuring complete customer satisfaction. Context: Role holder is responsible for performance of CSRs. Respond to customer needs related to Ooredoo services/products, including after-sales services, programme benefits enhancing customer relationship and experience. B. ROLE ACCOUNTABILITIES Overview · Lead & guide a team of Customer Service Representatives to provide superior customer services to all members ensuring customer satisfaction. Costs & Profitability · Monitor CSRs performance, skills, capabilities, product knowledge, cost analysis/transaction analysis for staffs etc. Customers · Provide guidance to members on services, available packages , value added services, programme Service and Benefits · Provide feedback on products performance, programme benefits/offers, member perceptions & expectations. · Attends to and log in customer queries in Ooredoo provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept. Business orientation · Encourage healthy relationship between customers and CSRs to enhance customer satisfaction Planning & Organising · Review of the team member’s performance and take corrective steps on daily, weekly and monthly basis · Work closely with the Quality and Training teams to ensure customer delight and to meet customer expectations within the department Problem Solving · Answer member’s queries, resolve complaints, and address any other issues related to staff members for carrying meticulous operations for excellent functioning of the department Communicating, negotiating & influencing · Teamwork is absolute essential and there is significant interface with programme management, Ooredoo Products / Services related to Field installation, NOC-Mobile, NOC_IT, Credit Control, KB Team, Level 2, IT Department etc المهارات · Minimum 1 year experience as TL in customer service domain preferably in telecom organization. · Overall experience of at least 4 years in customer service · Proven ability to deliver high degree of customer satisfaction · Good knowledge about Ooredoo products and services · Computer literate with knowledge about Customer Relations Management (CRM) system, CCM System and billing systems · Ability to work under pressure · Willingness to work in all shifts Minimum Entry Qualifications · Bachelor degree · Valid Qatari RP · Valid Qatari Driving License D. KEY PERFORMANCE INDICATORS · Team Performance: will be measured based on Monthly Balance Score Card (BSC) · TL Knowledge: will be measured based on Knowledge Assessment Test · Coaching/ Briefing & 121 sessions: Measuring this by meeting Deadlines and g;e of Briefing/ Coaching & 121 · Schedule Adherence: will be measured based on Finger Print report Weekly/ Monthly · Call Escalation to TL: Measure this KPI by Call Back tracker & Siebel report · TL VOC / CSAT Survey: To measure TL survey from the Team · Team AHT: Improvement of team AHT E. KEY RELATIONSHIPS & DECISION MAKING Reports to Call Center Supervisor Network Interface is required with Call Center, Programme Management, Field installation, Exchange, Engineering & traffic sections, IT dept Decision making authority Should be able to make decisions & solve problems with customers as well as staffs Maintaining excellent customer relationship Technical & non technical · Active listening: Giving full attention to what customers are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at the inappropriate times. · Experience of running operational teams · High standard of Telecommunication product and service knowledge · Aptitude for coaching skills and abilities · Call/contact handling expertise · Track record of high standards of performance · Respect and commit on timelines and better manage own-time Other Skills · Preferably bilingual (Arabic/English or Hindi/English) · People Management · Excellent customer care skills · Excellent communication and interpersonal skills · Computer literate · Awareness in sales & marketing techniques تفاصيل الوظيفة https://www.bayt.com/ar/qatar/jobs/team-leader-4451282/ |
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