Business Care Senior Team Leader

  1. Full Time
  2. Contact Center
Posting date:10 Jan, 2019
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.

With us you will lead and manage the Enterprise Contact Centre Operations and Field Service Management teams, typically this is a fast paced area of business that is challenging and changing continuously. You will need to shape the future of the enterprise contact centre operations, being committed to delivering a great customer contact experience through a variety of customer contact channels including; inbound / outbound calls, Email, Web/Live Chat, Social, Correspondence and relationship management.
You will lead a number of employees typically through a team of Contact Centre team leaders, consisting of both in-house and outsourced staff in Qatar with dotted line offshore locations. You will ensure that customers receive a friendly, professional and consistently high quality service experience helping to resolve various queries, convert any sales opportunities (via the FSMs) and get it right first time. Efficiently manage & coordinate the operational activities of the Digital contact Channels such as Online Chat and Facebook, Instagram, Twitter, WhatsApp, Customer Care Complaint Mail Box for Vodafone Qatar to create a differentiated Online Support environment that ‘makes a world of difference for all people in Qatar’ and delivers on our vision of “Future is Exciting”  experience. 

You will be responsible for consistently delivering best in class experience to our Business high value customers through the contact Center and field service manager, with the objective to drive loyalty, NPS leadership and maximise service revenue. The role will require someone with excellent people skills and excellent customer focussed attributes.  You should be able to share considerable industry experience and best practice ideas to help us drive towards the company’s vision.

Apply if you have:
• Minimum 10+ years of relevant experience of working in a Care/ Contact Centre Operations or Service Delivery role
• Proven experience in leadership roles
• Experience in customer service and relationship management.
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Experience in leading large teams (greater than 40+ seat contact center)
• Leadership and strong strategic insight skills and the ability to motivate and develop staff.
• A desire to help others work towards targets and develop their skills.
• The ability to set, meet and exceed KPIs.

Here at Vodafone we’re always moving, always growing and adapting. It’s this attitude and approach that has allowed us to create a continuous culture of development – ensuring we’re always streets ahead of our competitors and continue to attract and secure the best talent around. 

What makes our Vodafone Qatar a great place to work? It’s simple really.  We challenge the business to move forward, and in return can offer you no shortage of exciting projects designed to encourage growth and success. Hard work is valued and rewarded with us and we can offer you a world of opportunities for future development, and a culture that makes you truly proud to work here.

Sound like the corporate function you’d like to be part of?

Get on board today!

Commitment from Vodafone
Vodafone is committed to attracting, developing and retaining the best people by offering a motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent benefits programme that you would expect from any global company.


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