jetpack domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170rank-math domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170advanced-ads domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6170Call Center Manager – L2 Service Delivery\t<\/p>\n
A. ROLE & CONTEXT<\/p>\n
Purpose:<\/p>\n
Starlink looking for highly Qualified & experienced leader to manage Technical Help Desk including Mobile Service & Landline, broadband, OTV – Help Desk to ensure an efficient and professional level of customer service that focuses on ticket handling, tickets management and resolution of customer issues across all customer segments, while ensuring close interaction and cooperation with all areas of the organization i.e. L3, Technology \/ Legal \/VIP \/ marketing \/ Sales\/Retail Stores and other sales channels<\/p>\n
Context:<\/p>\n
Working closely with the customer in terms of service delivery, maintaining customer relation, resolving gaps in BAU operations.<\/p>\n
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B. ROLE ACCOUNTABILITIES<\/p>\n
Responsibilities:<\/p>\n
\u00b7 Ensure planning, prioritisation, and management of the activities of Help Desk function to ensure the delivery of the highest standards in customer service. <\/p>\n
\u00b7 Develop, gain approval for, and implement policies, processes and procedures that will facilitate the achievement of operational Help Desk objectives.<\/p>\n
\u00b7 Deploy resources accordingly to achieve effective and efficient cost control while resolving customer complaints.<\/p>\n
\u00b7 Ensure the Customer Response team and Test Desk team are managing to prepare procedural instructions for tickets resolution into comprehensive procedural manuals, e.g. Standard Operating Procedure (SOP)<\/p>\n
\u00b7 Ensure systems are in place to produce Help Desk management information reports, relating to call activities and staff performance. <\/p>\n
\u00b7 Produce regular reports and participate in analysis to determine trends and take action to improve processes, complaint management and performance.<\/p>\n
\u00b7 Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost\/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. <\/p>\n
\u00b7 Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.<\/p>\n
\u00b7 Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.<\/p>\n
\u00b7 Ensure that the communication channels and procedures within Customer Care or within other divisions are utilised effectively, to ensure information flow from the Help Desk results in fast escalation of issues that need to be moved on.<\/p>\n
\u00b7 Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.<\/p>\n
\u00b7 Lead the development and delivery of the digital transformation strategy as part of the local company and in line with the global Group strategy.<\/p>\n
\u00b7 Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.<\/p>\n
\u00b7 Setting up & maintaining CTQ (Critical to Quality) \/ CTP (Critical to Process) targets for the process & team.<\/p>\n
\u00b7 Driving culture change and creating framework for implementation of Lean and Six Sigma initiatives.<\/p>\n
\u00b7 Formulating operational goals, short term \/ long term budgets and developing plans for the achievement of these goals for various processes <\/p>\n
\u00b7 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets <\/p>\n
\u00b7 Designing new processes & improving existing processes through process re-design & organizational restructuring <\/p>\n
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C. EXPERIENCE AND QUALIFICATIONS<\/p>\n
\u00b7 Coaching and supervisory skills.<\/p>\n
\u00b7 Ability to work effectively under pressure.<\/p>\n
\u00b7 Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities <\/p>\n
\u00b7 Hands-on knowledge about Call centre operations<\/p>\n
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Minimum Entry Qualifications<\/p>\n
\u00b7 7-8 years of experience required based on progression ladder in Customer Care \/ Call Centre environment.<\/p>\n
\u00b7 3 + years of management experience.<\/p>\n
\u00b7 Strong customer service competencies<\/p>\n
\u00b7 Bachelor\u2019s degree in related field <\/p>\n
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D. KEY PERFORMANCE INDICATORS<\/p>\n
\u00b7 Performance: will be measured based on Monthly Balance Score Card (BSC)<\/p>\n
\u00b7 KPIs are linked with contractual targets from customers.<\/p>\n
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E. SKILLS<\/p>\n
Technical & non technical<\/p>\n
\u00b7 Solid understanding of reporting and budgeting procedures<\/p>\n
\u00b7 Solid knowledge in performance management<\/p>\n
\u00b7 Strong customer service competency<\/p>\n
\u00b7 Technical support capabilities and problem-solving competency<\/p>\n
\u00b7 Impressive presentation and negotiation skills<\/p>\n
\u00b7 Proven strategic aptitude and ability<\/p>\n
\u00b7 Hands-on approach, with a \u201cCan-do\u201d attitude<\/p>\n
\u00b7 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus <\/p>\n
\u00b7 sound decision-making skills and the ability to plan and prioritise<\/p>\n
\u00b7 Excellent Analytical skills<\/p>\n
Other Skills <\/p>\n
\u00b7 Capable to work with multi-culture\/nationalities<\/p>\n
\u00b7 Maintain punctuality and professionalism<\/p>\n
\u00b7 Creative, innovative mindset and leadership personality<\/p>\n
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