تعلن شركة امنية للاتصالات عن حاجتها الى :
A)
JOB TITLE : WFM AND CC DEVELOPMENT TEAM LEADER
CLOSING DATE : 2019-04-21T00:00:00
1. JOB PURPOSE
The Workforce Management and Customer Care Development Team Leader is responsible for managing and leading daily CC activities aiming for maximum efficiency and cost-effectiveness, managing the CC schedule, monitoring agents attendance and adherence to schedules, generating all related CC reports and perform analysis, decide on needed headcounts for each function in the CC (Inbound, Outbound, Social Media), and advice on the suitable ratio for males & females in order to ensure agent’s satisfaction and achieve CC KPI’s, collecting & analyzing CC agents’ training needs, scheduling the trainings, reporting & analyzing training activities, and support in Retail training activities.
2. RESPONSIBILIES
Meet CC Operations objectives
Scheduling accuracy for continuous improvement, including making recommendations to improve efficiency and team member satisfaction
Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast.
Create all needed users for the current CCR’s and the new hires
Provide CC Operation daily weekly & Monthly reports
Assure resources utilization across all functions
Scheduling for all CC functions
Collecting & analyzing CC agents’ training needs.
Scheduling CC trainings and provide reports and analysis.
Responsible for any notification and follow-up for any CC facilities maintenance.
Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
Collecting and analyzing call-center statistics.
Monitor real-time incidents and act accordingly for performance management of the CC.
Ensure distribution of all the skill types per agent and make recommendations for call types priorities to enhance customer experience.
Provide Retail Training Reports and analysis; Support in Retail training activities for reporting and evaluation part
3. MANAGERIAL RESPONSIBILITIES
Provide guidance, instruction and direction to team members
Assign roles and work load distribution, setting objectives
Plan and organize the work of team members
Provide needed development for team members (coordinate with HR)
Provide coaching and performance feedback to team members
Manage team’s performance (Performance appraisal is part of this cycle)
Act as a point of reference for team in issues related to company strategy and direction (top down approach)
Assure that team members are following Umniah policies and procedures and highlight any violation for the code of conduct
Document the division policies and procedures in coordination with the Quality Assurance
Manage the administrational requirements of the team (Attendance, Job Description…)
Set the division annual plan in alignment with the department and company direction/strategy
Define the division budget
Manage the division performance and assign projects
Reporting
Retain talents and recommend actions with low performers
Guarantee business continuity in his/her division
4. KNOWLEDGE AND SKILLS:
Knowledge Of:
Umniah Products & Services
Customer Service & Call Center Industry, operations and KPI’s
Data and financial analysis and statistical modeling
Telephony platforms, ACD and WFM tools
Skills In:
Risk Management: Risk assessment techniques, Risk probability and estimation
Manpower Planning
Contact Center Performance Management
Strong analytical skills, creative problem solving and a solutions oriented background.
Leadership
Very Good command of English language speaking and writing
Very Good command in MS office applications; advance Excel skills
5. REQUIREMENTS
Education: Bachelor Degree in business or any related fields.
a minimum of 3 years in CC/WFM
Knowledge of Telephony platforms, ACD and WFM tools
B)
JOB TITLE : GRADUATE ENGINEER INTERNS
CLOSING DATE : 2019-09-01T00:00:00
GRADUATE ENGINEER INTERNS
Umniah Chartered Program is a scheme for fresh graduates to join Umniah at entry-level positions for a period of four years’ training and employment.The Graduate Engineer Interns work with other engineers and specialists at workshop / site according to given instructions.
Eligible candidates should
Hold a university degree with a GPA OF 3.0/4 Pass related functional test based on the hosting department.
SKILLS
Successful engineer interns should be fast learners, use logic to solve problems and are personally committed to continuous improvement.
EDUCATION
Bachelor Degree in Telecommunication Engineering or any other related field.
C)
JOB TITLE : SHOP REPRESENTATIVE
CLOSING DATE : 2019-10-01T00:00:00
1. JOB PURPOSE
Responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests about products and services in order to meet customers satisfaction and achieve sales targets.
2. RESPONSIBILITIES
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
3. THE JOB ENTAILS EXPOSURE TO :
Deal directly with customers either by telephone, electronically or face to face
Respond promptly to customer inquiries
Handle and resolve customer complaints
Obtain and evaluate all relevant information to handle product and service inquiries
Provide pricing and delivery information
Perform customer verifications
Set up new customer accounts
Process orders, forms, applications and requests
Organize workflow to meet customer timeframes
Direct requests and unresolved issues to the designated resource
Manage customers' accounts
Keep records of customer interactions and transactions
Record details of inquiries, comments and complaints
Record details of actions taken
Prepare and distribute customer activity reports
Maintain customer databases
Manage administration
Communicate and coordinate with internal departments
Follow up on customer interactions
Provide feedback on the efficiency of the customer service process
4. REQUIREMENTS
Education: Bachelor Degree in Business Administration or any related field.
Work Experience: Officer: 0-3 years.
Knowledge Of:
Umniah Products and Services (functionality, price, availability)
Umniah packages (products included, price, availability)
Market Knowledge
Skills In:
Selling Techniques: Consultative Selling, Negotiation techniques, Persuasion and Deal closing, Cross and up selling techniques
Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications
Good command in MS Office
Excellent command of English language writing and speaking
D)
JOB TITLE : CONTACT CENTER REPRESENTATIVE
CLOSING DATE : 2019-10-01T00:00:00
1. JOB PURPOSE
Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.
2. RESPONSIBILITIES
Handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services
3. THE JOB ENTAILS EXPOSURE TO:
Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner.
Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel).
Enter call type coding and tracking information completely and accurately
Resolve customer complaints and issues to the satisfaction of the customer
Enter customer data and other relevant information into call center database or other data repository, as required
Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines
Provide call center management of all types of customer feedback on daily basis
Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc)
Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship
Use customer service and sales skills to optimize the opportunity of each customer contact
Maximize opportunities to up-sell and/or cross sell Umniah products and services
Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue
Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call
Keep peers and Team Leader/Coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays
Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date
Participate into call center initiatives for increased effectiveness
Participate in the company's business activities or any business needed as requested by Management
4. REQUIREMENTS
Education: Bachelor Degree in Business Administration or any related field.
Work Experience: Officer: 0 – 3 years.
Knowledge Of:
Umniah Products & Services: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions
Customer Service & Call Center industry
Skills In:
Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral
Process Management: Business processes and procedure
Case Management skills
Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation
Good command of English language speaking and writing
Good command of MS office.
Work environment: Excessive usage of handset – Work over shifts
E)
JOB TITLE : YOUTH UNIT TEAM MEMBER
CLOSING DATE : 2019-10-02T00:00:00
1. JOB PURPOSE
Responsible for promoting Umniah products and services for related segments, and support company initiatives and activities when needed.
2. RESPONSIBILITIES
Work as prompters and representatives in Umniah events
Sell Umniah offers and services to designated segment
Support in operational and reporting duties and other departments upon need
3. REQUIREMENTS
Education: Others undergraduates of any field.
Work Experience: 0 years of experience.
Certificates: NA.
Knowledge Of:
Telecom industry
Products & Services Knowledge: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions
Market Knowledge: Umniah's Competition, Mobile Telecommunications industry, Local Culture, Distribution channels, Consumer behavior and consumer segments
Skills In:
Selling Techniques: Consultative Selling, Negotiation techniques, Deal structuring, Persuasion and Deal closing, Relationship building, Cross and up selling techniques
Excellent command of English language speaking and writing
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