Analyst Offshore Contact Center (Consumer)

Key Accountabilities

• Investigate all Consumer issues related to service and transactions for customers, when necessary, in order to ensure at most customer satisfaction.
• Ensure that all division handling Consumer must implement all the operational processes, policies, SLA/OLA and procedures within their department in order to ensure optimum operational process.
• Ensure that TT creation does not exceed the budget allocation through effective monitoring of the same.
• Ensuring the Revenue impact on giving credits to customers is effectively managed by monitoring OCCs.
• To ensure the quality-of-service delivery by customer service representatives and performing the necessary quality management checks.
• Act as a single point of coordination and interface for all Consumer team members to ensure of quality of all deliverables to the customers.
• To assist, coach and develop the customer service representatives & Team Leaders (Offshore partners) to ensure the delivery of the highest standards of customer service and maximize individual / team potential.
• Proactively seek to continually grow the knowledge and understanding of Trouble Ticketing processes and operations as well as call handling.
• Involved in the Consumer operational process design related to work instructions and ensure the team draft the business requirements and sent for development in order to ensure optimal process is in place for operational excellence.
• Involved in all consumers testing the designed processes and making sure that systems platform supports or any technology in process and aligned the required manner (user acceptance test UAT) and report any anticipated defects in an agreed corporate format to ensure early detection of problems and resolution.

Qualifications:

• Higher Diploma

Experience:

• Minimum 2 years of experience in a team leader role in telecom industry

Skills

• Excellent command of English/Arabic language (written/spoken)
• Good communication skills
• Excellent knowledge of Microsoft Office
• Analytical thinking