Job Details
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Job Description
- Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
- Conduct employee performance reviews in accordance with company policy.
- Ensure staff engagement and motivation all the time.
- Development of staff to ensure skills levels match both current and future operational and customer requirements.
- Responsibility for ensuring adherence to company policy, process & procedures.
- Review of all necessary reporting to ensure the team meets operational, Performance Measurements and customer support targets. Daily review of primary KPI reporting.
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Implementation of strategies and processes to ensure employee satisfaction and motivation
- Conduct management/staff performance reviews in accordance with company policy.
- Develop interlocks between his/her team and the rest of Service Operations teams
- Develop team targets.
- Contribute to the “Service Operation process & procedure improvements” to increase the team’s productivity and lower the number of incoming escalations within his/her team
- Putting plans to ensure staff motivation and decrease attrition rate.
- Assisting staff in identifying their career path.
- Set the Salary structure for the team members.
Job Requirements
- EX Vodafone 888 Account is A Must .
- Outstanding Leadership and managerial skills
- Innovative and creative thinking for new ideas and solutions
- Strong analytical, and problem solving skills
- Excellent English .
- Very Good Presentation Skills.
- Organizational and time management abilities.
