Customer Delight Supervisor.Consumer

Job Purpose

• Implement different Campaign activities related to Commercial & CVM Department & assuring all targets set for the campaigns are met. • Supervise achieving customer satisfaction KPIs & Target through analysing customer’s needs across all campaigns. • Correlating all the campaigns outcomes with internal KPIs and drive actionable inputs Correlating all with internal KPIs and drive actionable inputs • pinpoint customer journey & mapping across different touch points and focusing on the customized experience delivery for all segments. • Reporting of Campaigns, Voice of Customers (capture report customer comments towards continual product and services development). • Provide constructive feedback across customer care & commercial departments toward outstanding performance highlighting opportunity areas in order to enhance the quality of service provided in terms of Service provided & staff tracks

Report To Position Name

 Tracing customer experience journey across all products and services in all experience phases (I Join, I Use, I inquire/request, I Complain, I Churn, …etc.  Build, establish and maintain open lines of communication with agents, peers, trainers, managers, Quality Assurance, Engineering, Marketing& other areas of the company to facilitate problem solving  One of P&S Support functions providing Marketing with experience Insights & coming up by inputs, changes & enhancements  Making sure that work load is distributed among staff ensuring full staff utilization to meet the targets set for the campaigns  Design along with marketing upselling plans for customers  Prepare scripts for all campaigns activities from a side and call center requirements from another side  Measure campaigns' contact and success rates.  Analyze campaigns results and submit feedback to upper management.  Full informational /promotional IVR.  Monitor & Analysing Customer’s activity logs on call center and minimize the repetitive callers, proposing enhancement and automated digital solutions for relevant types  Safety & Quality Responsibilities Promote and maintain standards of safety complying with company's health, safety and environment management system requirements & company standards of quality in accordance with company quality system requirements.  Safety & Quality Responsibilities Provide a world class customer experience across all touch points and lifecycle stages.  Innovation Collaborate with team members to enhance existing workflows / systems and help them to develop new innovative processes and propositions/products/services.  Operational Excellence Encourages others to take responsibility—Provides encouragement and support to others in accepting responsibility and high quality efficient delivery  People Management Delegates work appropriately and fairly among team's member and sets and coach team members for appropriate standards of behaviour  Take the lead in the development of internal procedures in specified areas of responsibility

QUALIFICATIONS_ESSENTIAL

 University Degree  Good command of English both writing and speaking  Good Computer skills  Good Management and interpersonal skills  Creativity in Problem solving  Good Leadership skills  Good negotiation skills.  Teamwork & Cooperation  Good time management skills

QUALIFICATIONS_DESIRABLE

N/A

EXPERIENCE_ESSENTIAL

 Telecommunications background is a must.  Minimum of 4 years in Customer Care Operations.

EXPERIENCE_DESIRABLE

 Marketing Background is a plus  Experience in campaign management operations is a plus.

CERTIFICATIONS_ESSENTIAL

N/A