Regional Call Center Manager
Fetchr
Total years of experience :17 years, 3 Months
Managing team of 250+ FTEs, 6 Countries (United Arab Emirates, Jordan, Oman, Bahrain, Egypt and Kuwait) with Customer experience End-To-End managed across the 6 countries, Team include: Outbound, Chat, Social Media, Email, Back-office), With remote teams across multiple locations.
Team hierarchy include: Customer Care advisors, senior advisors, Team managers, and Assistant operation managers with function managers leading our growing team!
- A group of 7 pioneers
- Mainly aims to change the lives of others
- Reshape people's future through highlighting the success stories of the surroundings
- Arranging interviews with public figure to explain their success path.
- Help people learn from their experience
- Spreading motivation and ways to overcome life challenges to be able to reach their goals
Client Management:
· Compile customers' requirements based on information received from meetings, calls, direct mail responses and other sources.
· Follow up with the customer business owners by telephone and e-mail to qualify needs and ensure meeting due dates and deliverables
· Participate in preparing business cases and contracts for business obtained.
· Estimate date of start of service to customer, based on knowledge of Vodafone Egypt operations capacity margins.
· Build and maintain excellent customers' relationships.
· Investigate and resolve customer problems with services rendered.
· Manage a team of supervisors in an efficient way to deliver best in class service to the international account customer
· Respond promptly to customer needs
· Solicit customer feedback to improve service
· Ensure full compliance with contractual agreements
- Operations Management:
· Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
· Conduct awareness & training sessions for call center agents.
· Meet contract service key performance measures.
· Maintain a close working relation with Technology department to ensure systems stability and smooth operation.
· Identify improvement opportunities within workflow, productivity and procedures.
· Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends. And corrective actions.
- Customer management & Support:
· Maintain and enhance the company's standards of customer service.
· Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customers' satisfaction.
· Drive a customer experience culture to positively impact the customer's feelings about Vodafone.
· Use all available measures to push continuous improvement to high customer satisfaction level.
· Map operation processes to customer satisfaction indicators
- Leading a team of about 20-25 employees.
- Practicing the Vodafone way of leadership, Vision & Values.
- To be responsible for the operative controlling off his/her team.
- Self contained coaching, developing and challenging of the team.
- Participation concerning personnel decisions.
- Designing and optimizing processes.
- Managing performance dialogues.
- Internal team-communication.
- Project-activity (even inter-divisional and within the head of management).
- Initial skill adoption training.
- To develop drafts concerning the decision for the management.
- Work out analysis and activity recommendations for the management.
- Achieving the team objectives.
- Achieving the project objectives including budget control reporting.
- Should be willing to rotate between Horizon and Dallah and cover other Team Managers during their absence.
- Good computer literacy and of the basis of the explication software (e.g.: Excel, PowerPoint& Word).
- Knowledge of the call center business.
- Good command of English.
- Excellent People Management Skills
- Completed tertiary education / college of higher education or a comparable apprenticeship and/or professional experience for many years.
1. Customer Engagement and Interaction
· Clearly greets customer, builds rapport and establishes the purpose of the call
· Remains courteous, polite, professional and willing to help throughout the call
· Actively listens to the customer
· Effectively manages the call; remains in control of the call
· Identifies secondary (possible or hidden) needs and attempts to add value accordingly
2. Resolving customer needs and issues
· Acts as a first point of contact with both consumer (pre pay / post pay) customers to support the following billing and technical issues:
- Billed amount inquiries.
- Bill explaination and bill dispute resolution.
- Payment over the phone.
- Change price plans
- Add and remove services
- Barring and unbarring + PUK support
- Network unlock codes
- Network coverage support
- MMS and Internet settings by OTA.
- All handset set up and support.
- email set up & support.
- Support different Operating systems.
- Repair and exchange
- MMS and internet settings including manual settings.
- Network coverage trouble shooting.
- Support basic Mobile broadband troubleshooting.
- Basic support for repeaters products.
- NBA
· Offers appropriate solutions and alternatives to customers
· Manages the balance of benefits for the customer and the business
· Appropriately handles objections
· Keeps customer informed of actions throughout the call
· Checks customer understanding
· Gains customer agreement before progressing with offers or solutions
· Clearly explains details and next steps
3. Processes and Systems
· Is appropriately prepared before the call
· Uses correct customer identification procedures
· Correctly and efficiently follows business policies and processes
Good