A telecom operator is looking for his Head of Customer Service

ROLE PURPOSE
The Head of Customer Service is responsible for both the design and delivery of customer service and is responsible for the leading and managing of the Contact Centre with the The operator philosophy ‘Experience Better’, contributing to our Company Vision - To lead human creativity and innovation by leveraging the power of the internet. The Head of Customer Service actively participates in all facets of leadership and strategic planning as agreed and drives the The operator values and strategy through the organisation and partners. The Head of Customer Service aims to drive the The operator values by effectively leading and increasing engagement of the call centre staff by developing them for success.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES
Strategic Thinking and Planning
• Develop the functional strategy as cascaded down from the company strategy and oversee its implementation throughout the organisation and its operations, to ensure vertical alignment and horizontal integration with other interfacing departmental strategies across The operator.
• Own and manage the planning and forecasting function for the customer care.
• Develop the long-term strategy for the care function which includes Social media, Face to Face and typical customer support channels.

Managerial Accountabilities
• Build and develop a strong team, providing inspirational leadership and coaching that delivers high levels of people engagement; development, talent and succession planning.
• Develop a comprehensive monitoring, training and development program.
• Develop and implement people management programs aligned to the values of The operator and promoting a team-based approach to work.
• Develop and implement plans to attain and maintain agreed key performance indicators.
• Drive the development and implementation of all areas of The operator Contact Centre operations.
• Ensure the optimisation of resources through accurate scheduling of staff and forecasting.
• Implement effective communication programs within the Contact Centre operations that ensure that information is cascaded consistently throughout the department in a timely manner.
• Oversee the development of all necessary process and procedure for Customer Care Operations.
• Strike balance between process-based customer service & people-based customer service.
• Understand which areas of the Contact Centre are essential and which are simply nice-to-have.
• Work cross-functionally with key departments to ensure alignment of process & performance etc.
• Work with the PMO office on the implementation of new ERP systems in relation to all areas of customer care and customer management.
• Ensure that all care staff are trained on the products and promotions of The operator, the business processes and procedures and the commercial support systems that they have to use to service and sell to customers.
• Engage with HR to ensure that all care members are trained on the culture, values and purpose of The operator and that this is consistent across sales and care teams.
• Continuously measure the level of skills in care and develop and deliver training modules to ensure that all care staff are always current in their knowledge.
• Manage the planning and delivery of commercial projects across care, specifically new product launches, technical go-to-market releases and large commercial projects.

Operational Accountabilities
• Champion the customer: Lead the company in delivering against a core strategy of ‘Experience Better.’
• Deal with conflict in a positive and timely fashion.
• Develop a set of measures for all core customer care processes, track and report on the delivery thereof and identify and implement improvement measures against these measures.
• Develop and continuously refresh all content related to the products and services of The operator, the business processes and procedures and the commercial support systems and ensure that this is transferred to agents and maintained in a single knowledge base.
• Develop and deliver the call centre model to ensure that the desired customer experience is delivered while managing cost.
• Engage with Marketing, specifically the product managers, and the channel owners to ensure that the care function delivers against their strategies and requirements.
• Ensure that all processes and procedures are documented and made available in a central knowledge base accessible to all stakeholders.
• Ensure that all relevant processes and procedures are accurately reflected in the support systems, specifically the CRM and provisioning systems.
• Ensure that all relevant processes and procedures are delivered to all Customer Care staff as part of the their operational and systems training programmes.
• Ensure that new commercial offers and propositions can be supported by the commercial systems in care.
• Facilitate the development of processes consistent across channels and aligned with business strategies and the desired customer experience.
• Manage the day-to-day activities of the business unit and ensure that these activities contribute to the overall success of the operations dept.
• Manage the development of process and procedures for all operations staff.
• Measure and identify improvements continuously to existing systems, manage the removing of bugs and fixing of defects.
• Provide constructive, open and honest feedback to team members to support their development.
• Provide end-to-end business ownership of customer care function in The operator in a way that provides a differentiated call centre environment.
• Utilise all available resources and best-practices to ensure The operator customer care is a high- performance call centre.

Resource Management
• Define and manage the effective use of both in and out-sourced resources to deliver against The operator’s strategic plan.
• Manage resources based on recruitment needs and organisational changes as and when they occur.
• Manage the selection, contracts and performance of agencies according to business needs/ scope and deliverables received.

People Management
• Build & maintain effective, collaborative relationships with stakeholders – internal and external.
• Consult continuously with business unit representatives and stakeholders to identify requirements for the operations of The operator, including but not limited to Enterprise and Sales.
• Demonstrate effective relationship management, influencing and negotiation skills, with an ability to work across boundaries.
• Manage the departmental team of direct and indirect reports through effective recruitment, development, performance management, and succession planning, to maximise team performance and achieve departmental objectives.
• Understand the stakeholder groups which interact with the role and develop strong plans to actively manage these stakeholders.

WARNING:
- Local contract
- No expatriation benefits

Value alignment
• Practise simple, precise and clear communication, comprehension and performance.
• Demonstrate care for internal and external stakeholders.
• Adhere to smart and streamlined operational best practice.
• Facilitate agility and ease of work throughout performance at The operator.


ROLE REQUIREMENTS
Educational Qualifications
• Bachelor’s and/or Master’s and/or Doctorate Degree in Business Management, Marketing, Sales or equivalent.

Professional Qualifications & Experience
• Experience in a complex Customer Care environment.
• A minimum of 8 years of experience in call centre environments.
• Tertiary business or technical degree relevant for position essential.

Sector of Previous Experience
• Telecommunications, etc.

Language Requirements for Role
• English mandatory, Arabic (preferable but not mandatory).

Key Skills and Knowledge
• Adaptable style according to people, situations, and cultures.
• Analytical Skills
• Bring a sense of urgency and a strong commitment to delivery.
• Build solid working relationships and communicate effectively with all levels of the organisation
• Collaborative and a team-player
• Crisis and conflict management skills
• Customer-focused
• Decision Making skills
• Demonstrated ability to effectively prioritise & manage time in a rapidly changing environment
• Demonstrated leadership skills
• Energetic and enthusiastic
• Excellent commercial knowledge
• Excellent Communication Skills – written and verbal
• Focus on Quality
• Gives and receives feedback openly and respectfully
• Have an instinctive understanding of both the hard and soft elements of customer service.
• High on Integrity
• Mature, proactive and self-motivated
• Promoting an environment of mutual respect
• Receptive to feedback, with an unbiased attitude
• Target-Oriented

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