Customer Experience senior Team leader
Vodafone
مجموع سنوات الخبرة :16 years, 11 أشهر
I lead my team to design Customer experience journey mapping to set and implement a clear plan to fix the potential gaps.
Using CCAT & NPS tools in order to measure the customer`s satisfaction level
Act as the Customer experience focal point in the whole company and being accountable for leading the customer Experience of Vodafone front line and back office teams (More than 900 call center agents).
- Conducting Customer Experience journey mapping workshops for Consumer & Enterprise Customer Life cycle across all touch points to identify customer experience or process gaps.
- Managing and directing call center performance.
- Key Activities / Decision Areas
- Lead Vodafone Egypt customer experience to the digital transformation strategy.
- Shared accountability for the enhancement of overall NPS . (Call canter, Retail and digital channels)
- Design Simple & Seamless Customer Experience based on the journey mapping outcome.
- Leading a team of customer experience project managers to be as a focal point between commercial, customer service, digital team and Technology team to deploy new projects…
- Liaising with UAT team to plan for any process / quality gaps.
- Leading Vodafone digital operation experience .
- Manage the process of gathering and analyzing customer experience insights to solve issues for all segments
- Coordinate with related Sectors to perform root cause analysis for current customer experience levels per segment Conduct gap analysis for customer related processes and journeys, segments, interactions and channels to identify key improvement area
Process improvement end to end.. either for front line teams or back office.. the direct impact is reduce cost and call deflation
- Design & manage the Commercial propositions Service models & Customer experience in alignment with the Commercial plan & all Operation departments and implementing and continuous improvement of data products & services models.
- Ensure the full awareness and connection of call centre employees with all products and services.
- Key Accomplishments:
- Support the company strategy through building the best customer experience & designing the service models.
- Serving touch points within the customer care i.e “Data Call canter”.
- Manage the design/the revision of the message will be communicated to the customer through ATL & BTL communication.
- Manage all conflicts or miss communication between the call centre teams and commercial.
- Communicate with other Vodafone group regarding the service models best practices.
- Customer Experience
- Attend GTM meetings and ensure that all Customer service requirements are covered.
- Monitor call centre demands to provide early and timely view of customer feedback.
- Ensure that all possible self-help tools are applied before the launch of any propitiation.
- Own all UATs
- Own the monthly focus group for call centres aiming their feedback to improve the performance.
- Manage post assessment for all new products and services.
- People Management & Development for both call centre and back office teams.
- Planning, defining & implementing self-help & Digital road map, in alignment with the company channel strategy, online team & commercial road map .
Key Accomplishments:
- Design the customer care digital channels strategy aligned with the commercial activities and customer experience & operational efficiency.
- Communicate the customer channels strategy and transform it into projects with SLAs for implementation.
- Lead, plan, execute & evaluate Social media initiatives calendar to make sure it is fully aligned with the Customer Care & Commercial strategy.
- Manage and work closely with the Call centers leaders to identify the Call Center routing rules providing the best experience, operations efficiency and according to the customer value & channels cost.
- Ensure consistency in the experience across all customer social media channels.
- Collaborate with the Retail and sales teams.
- Reduce customer needs to seek help
- Provide personalized self-care across all channels according to the customer needs, segment and value...etc
- Ensure that self care channels becomes preferred to reduce cost.
- Manage the ongoing surveys to define customer needs and feedback.
- Work load reduction
- Review the budgets Forecasts for Customer Care Channels taking into consideration the Self care Yearly Plan.
- Own the communication and campaigns plan to promote our self care channels.
- Analytical Role
- Analyse the reasons for calling and frequency of calling rates and customer demands on the digital channels.
- Decrease the Frequency of calling rates “ FOC rates.
- Conduct periodical SWOT analysis and market researches
Supervising the store representatives on a shift - to - shift basis to carry out Vodafone objectives and achieving the targeted sales quota and customer satisfaction.
- Ensuring effective and efficient day - to - day performance of the branch, this includes handling security procedures, cash and inventory.
- Supporting team members in handling customers by providing them with guidance, empowerment, alternatives and solutions.
- Developing and improving processes to provide a high level of quality service.
Lead, supervise, motivate, improve and develop the performance of the Call Center representatives to achieve multiple & various goals.
- Role
Ensure effective and efficient day-today performance of Call Center representatives.
Ensure the adherence of the team members to the Customer Operations department policies, procedures and standards.
Provide support to the team members to handle successfully difficult customers by providing guidance, empowerment,
Alternatives and solutions.
Handle the customer's complaints/escalated cases in timely manner that ensures the maximum customer satisfaction.
MAJOR DUTIES AND RESPONSIBILITIES
o Own and manage the client relationship by resolving calls effectively and efficiently.
o Ensure service level agreements are met and maintained.
o Develop improve processes and procedures.
o Follow up to insure resolving customers problems on time
o Coordinate between all concerned parties inside the firm
Process improvement and quality management.
Six sigma green belt certified
Process improvement management.
Demonstrate knowledge and understanding of the security and ethical issues of the Internet of Things
Languages
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