Responsibilities
- To direct and oversee the Customer Care department activities to ensure synchronization between the units of performance management for customer care initiatives.
- Contribute to the formulation and implementation of the Commercial (Customer Care) strategy and plans in order to ensure alliance with the company's business line needs and objectives.
- Ensure that the department objectives are effectively communicated across the department and a line of sight is created between individual job holders and the departmental / sector strategy.
- Manage the day-to-day operations of the respective department by providing expertise, encouraging and ensuring teamwork, and aligning work processes.
- Prepare and recommend the overall 'Customer Care' department budget. and monitor financial performance versus the budget to highlight any variances for effective alignment.
- Develop and ensure implementation of the customer care strategy to ensure its alignment with the corporate vision and objectives.
- Develop and continuously improve VIVA'S service level agreement and ensure the department has the technological, process, and human capability to meet and exceed customer expectations.
- Direct and lead the quality assurance activities in observing, monitoring. evaluating the customer experience ensuring all calls are recorded and satisfaction levels documented to take the necessary improvement measures.
- Streamline functional processes and take measures to improve language communication, engender smooth understanding, and minimize repeated calls.
- Review the systems applications in order for them to support the Customer Care activities at all times. and oversee any change requests as required internally within VIVA.
- Develop, implement and update IT and system related policies and procedures for contact center operations. To ensure that the customer care IT systems and processes are effective and up-to-date.
- Drive efficiencies in the Billing & Collection processes to champion new technology introductions in order to meet business objectives.
Requirements
- Bachelor's degree in business administration or BA with specialization in Marketing. MBA would also be preferable.
- 10/15 years, preferably with a large organization in the telecommunications industry. 2 - 3 years' experience
in Customer Care management and provision of strategic direction at a senior level.
http://careers.viva.com.kw
