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Job Description

ZAIN6448 - Inbound operation & Social Care shift Leader

About Zain Saudi Arabia:

Zain KSA is the newest player in Saudi Arabia’s mobile telecommunications market, having commenced commercial operations in August 2008. As of 31 March 2018, the operation served 8.4 million customers and had extended its network coverage to 92% of the population via a network of over 8,717 sites. Through its state-of-the-art 4G LTE network, the ever-evolving operator is striving to become the Kingdom’s preferred choice for voice, data and other telecommunications services. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Saudi Arabia the most dynamic products and services. The basis of Zain Saudi Arabia’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired majority-Saudi workforce, the company is committed to employing high caliber people as well as nurturing the finest Saudi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain KSA please visit www.sa.zain.com

WHAT?

The jobs in this level are responsible for monitoring customer service efficiency across shifts, including the quality of answering customers queries and complaints. They are also responsible for monitoring trainings and supervising recruitment and selection of agents. They coordinate workforce management activities. They also manage and oversee Zain partners' performance and provide recommendation plans.

HOW?

Compliance:

Manage the contact center Management stream under Consumer providing necessary support


Customer Service :

Analyze customer net promoter score (NPS) results and set corrective actions to improve customer experience
Develop and maintain constructive relationships with customers to encourage repeated business
Supervise invoices accuracy verification to ensure proper billing and resolve the financial disputes of B2B and VIP customers
Execute loyalty program enrollment for VIP and B2B customers and manage related customer inquiries for retention purposes and to ensure satisfaction
Align customer value management (CVM) for upselling or cross-selling, execute quarterly plans and prepare the needed resources for execution
Ensure all contact centers key performance indicators (KPIs) are being met as required; otherwise conduct root cause analysis and escalate issues
Ensure coordination with relevant Customer Care Departments for the development and update of operational processes
Report on the work of Dealers (i.e. number of inquiries received, number of closed/pending inquiries, escalated inquiries, tickets, etc.) and supervise inquiries of resolution to ensure minimal channels downtime
Review daily, weekly and monthly queue performance reports and staff performance reports to ensure staff planning and forecasting effectiveness
Ensure the delivery of high level services and first-level support through monitoring of day-to-day quality, average handle time and average answer time of inbound calls and report on identified faults for resolution purposes

 

Quality Assurance and Training :

Coordinate with Marketing, B2B and Wholesale for timely delivery of training on new services and products to contact centers agents and new comers as per training plan to address deficiencies in skills and evaluate training course value to trainees
Monitor training evaluation to evaluate the effectiveness of training conducted
Provide immediate feedback to contact centers agents on areas of concern to promote performance improvement and quality assurance
Coordinate with Loyalty and Retention within Marketing for the development and continuous update of retention matrix
Monitor lines termination and port-out and identify main causes and issues in order to resolve them
Monitor the quality of calls across contact centers through sampling to ensure consistency and quality of service and address incompliance issues
Monitor preventive and reactive actions undertaken for handling customer service complaints or issues to ensure satisfaction
Perform random calls to track operative performance and provide recommendations to improve service quality and minimize errors
Review and comment drafted scripts and provide comments for adjustments before submitting it for approval
Coordinate with Technical Support Team for the update of the call center IT system to include new/amended/upgraded scripts once approved

 

Workforce Management :

Coordinate with other Departments to develop monthly call volume forecasts for planning purposes
Act as the human resources point of contact for designated contact centers supervising recruitment and selection of agents, training, leave requests approvals, answering HR-related queries, etc.
Ensure alignment with HR in order to improve staff engagement through electronic news production system

 

Partners Management :

Supervise the management of partners' day-to-day operations to ensure the delivery of high level customer service
Revise contract governance and conditions including budget against actual, agents etc.
Approve partners bills, and follow-up on billing issues with concerned parties to ensure resolution
Ensure optimal performance is achieved throughout partners' contact centers
Review partners quality reports, develop partners quality improvement plans, and ensure implementation
Update up-selling and cross-selling targets and partners commission schemes
Monitor targets and KPIs performance
Supervise the implementation of commissions schemes

 

WHAT DO I NEED?

Bachelor's Degree Business Administration, Sales or equivalent

A minimum of 6 years of relevant experience with at least 2 years in a similar role

 

Behavioral Competencies   Level
Customer Orientation           Intermediate
Teamwork and Cooperation Intermediate
Achievement Driven              Basic

 

Technical Competencies L      evel
Decision Making and Problem Solving        Basic
Communication Skills         Intermediate
Performance Management and Reporting  Basic

Operation

Zain Saudi Arabia

Job Group

Commercial

Location

Jeddah - Saudi Arabia

Contract Type

Full Time

Closing Date

02-May-2019

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