الوصف الوظيفي
Job Purpose
To be responsible for a team at the heart of customer service within Ashghal and to motivate individuals to meet targets, and make continuous improvements to the way customers are handled. Additionally, responsible for managing team performance, reporting customer contact information and assisting with the implementation of new initiatives.
Principal Accountabilities
Be responsible for managing all operational aspects of a team of up-to 10 members of staff involved in the delivery of front-end or contact centre customer service, including customer service agents & work schedules. Lead and motivate the team through formal and informal communications to achieve team and individual performance metrics. This will involve continual monitoring of the team’s performance and identifying training & development needs through performance gaps. Manage attendance to ensure targets are met ensuring that there is sufficient staff to meet call forecasts and achieve defined service levels. Ensure staff adherence to breaks, shift start and finish times. Provide coaching & ongoing support to individual team members, to achieve quality measures for customer communications. Support the development of successful behaviours and skills within the team through constructive and timely feedback, one to one meetings and use of Individual Development Plans. Act as a role model for championing customer needs, building a culture of commitment to the customer within the team. This will involve escalating feedback from customers and clerks regarding service issues to facilitate an environment of continuous improvement and customer service excellence. Ensure the teams’ understanding and compliance with systems and processes to consistently manage customer contacts through to appropriate resolution. Create a positive working environment by implementing initiatives to increase motivation, morale and performance leading to increased productivity, employee retention and reduced absenteeism. Ensure customers are communicated to and attended to in the correct way in-line with the organizations vision and that escalation of service failures occur where appropriate to the benefit of the customers’ experience. Create a two way flow of communication within the team to ensure that relevant information is passed to the team effectively from management and that the teams have an opportunity to give feedback. Receive escalated calls and make outgoing calls to customers when required to facilitate appropriate responses to all complaints, ensuring issues are progressed and closed satisfactorily. Provide accurate data and reporting from Customer Management System to ensure end-to-end customer journeys and management data that can be used for Customer Service improvements Promote first-class customer service within team and be involved in the roll-out of customer service improvements and initiatives throughout the Customer Services Team Be an effective communicator of change, for example, in Ashghal customer polices processes and services, delivering the information in an effective and timely manner to ensure the team are kept fully informed and adapt positively to changes. Conduct HR staff investigation and disciplinary meetings as required to ensure any performance issues are addressed immediately. Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Contact Centre Manager.
Qualifications
Essential Secondary Education
Desirable Relevant Degree
المهارات
Experience Essential Contact Centre or Service Desk Experience Experience in delivery of customer service 3 years’ experience in a Customer Service Team Leader role Previous experience of Customer Management Software Desirable Previous Utility Experience Contract Management Experience in the scheduling of work Previous experience in leadership role within a contact centre Skills Essential Excellent verbal and written communication skills. Flexible communication skills to be able to deal with customers and stakeholders Lead and inspire a team Accountability, takes responsibility for self, others and results. Build team work and collaboration Work under pressure and to deadlines Plan, priorities and organizeTechnical Competences
Essential Fluent in Bilingual language (written and verbal) in Arabic and English PC and Keyboard Telephony Desirable Advanced Excel skills
Behaviour Competencies
Essential Self-motivated Positive approach Integrity Concern for Quality
تفاصيل الوظيفة
منطقة الوظيفة الدوحة, قطر
قطاع الشركة خدمات المرافق
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 8
https://www.bayt.com/ar/qatar/jobs/customer-service-team-leader-4170916/
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