وظائف | أواصر عمان

توظّف معنا

نتطلع لتوظيف أفضل المواهب في عُمان. ونسعى لجذب من يجسدون قيم Awasr الرئيسية. فحسن الخلق والنشاط والإيجابية واللطف والحرص على تقديم الأفضل دائما هي الصفات التي نبحث عنها في موظفينا لتوفير خدمة عملاء غير مسبوقة.راجع الوظائف الشاغرة لدينا. إذا وجدت وظيفة تناسب مهاراتك في Awasr، فيسعدنا تواصلك معنا.

Customer Care Supervisor

Operations


5 Years of Relevant Experience


AWASR/OPS


Submission Date: 2017-09-26


Responsible for Customer service. Leading and Managing in a Contact Centre environment with the Awasr philosophy ‘Experience Better’, contributing to our Company Vision- To lead human creativity and innovation by leveraging the power of the internet.

Effectively coach and support Agents whilst overseeing day to day activities with a strong focus on maintaining and improving service quality within the team and with the Customer.

Supporting Customer through various channels including but not limited to Social media, inbound/outbound calls and emails.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

Leadership and Motivation

  • • Lead and motivate a team within a Customer Care environment to ensure delivery of the Awasr vision for Excellent Customer Service – Right First Time

  • • Manages each team member aspirations and facilitates development by effective interventions

  • • Is an effective team player and team leader. Guides and supports the efforts of team members towards the achievement of the team objectives. Is proactive in avoiding or resolving conflicts

  • • Demonstrates clear planning skills. Translates business objectives into functional activities. Sets goals and processes and organizes resources to ensure that the desired results are met

  • • Understanding of the business’s priorities, objectives and strategy and ability to influence and motivate the team accordingly

Coaching

  • • Identify coaching and training needs within the team to develop team members to reach and exceed goals

  • • Ensure the wellbeing of Agents and implement feedback regarding developmental areas

  • • Develop Agent skill sets and manage personal development goals for each team member

  • • Conduct daily, weekly and monthly meeting with the Agents

Performance Management

  • • Performance manage the Agents individually and as a team to defined KPIs via one-to-one’ meetings and quality checking combined with on-going coaching and development

  • • Ensure prompt and accurate service and achievement of all performance metrics.

  • • Manage day-to-day activities of the team and ensure compliance to procedures and policy guidelines, encourage and motivate Agents in a monotonous job environment

  • • Keep documented and organised record of all coaching and development actions


Customer Focus

  • • Ensure Agents are satisfying Customers at each contact by monitoring and understanding Customer’s needs, ensuring Customers expectations on follow up are exceeded and employing rigorous coaching/motivational standards where these ratings are not being achieved

  • • Be highly customer-oriented. Make serious efforts at understanding customer needs and ensures expectations are met in every interaction

  • • Deliver the best possible customer experience through meeting Quality targets

  • • Is proactive in ensuring that learning is shared and that quality and other key matrices are improved upon

  • • Encourages team to provide feedback or report improvement opportunities of customer impacting processes and procedures


Planning & Continuous improvement

  • • Coordinate & help implement projects for long and short term development of Care Channel

  • • Coordinate and help implement products and/or value added services in respect of the Care Channel

  • • Early engage with stakeholders to determine key dependencies to overcome prior to new project or strategy implementation.

  • • Actively seek solutions and workarounds to these dependencies for successful implementation


Analytical Thinking & Decision Making

  • • Makes constructive use of the information at his/her disposal. Is sensitive to the business environment and evaluates Awasr’s possibilities in terms of products/ processes/ services/ systems

  • • Is ready to take the lead when needed and decide on behalf of the department what is best for Awasr customers

  • • Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications

  • • Chooses the optimal solutions from all those available and implements the necessary actions in a timely manner


Communication

  • • Produces clear and effective documentation and communication. Is able to make accurate interpretations of complex material

  • • Measure the effectiveness of communication & updates cascaded to the Agents


Reporting

  • • Design a set of reports for multiple internal audiences including head of department, leadership team and executive team

  • • Analyse reports and identify trends, operational strengths and weaknesses


Processes

  • • Support operations in the review and update/delete/modify of existing processes

  • • Lead and coordinate in the creation of new processes needed to support products and services

  • • Coordinate and define customer impacting processes whilst liaising with key business areas


Continuous Development

  • • Understands technical and professional aspects of work and updates knowledge continuously

  • • Demonstrate process improvement and people development activities delivering tangible results


Professionalism

  • • Role model and ambassador of the Awasr brand

  • • Maintains professional work relationships with colleagues, supervisor and manager


JOB REQUIREMENTS

Qualifications and Experience:

  • • Degree in Business Administration or equivalent (preferred) or equivalent work experience

  • • 5 years of experience and a thorough understanding of a customer care environment

  • • Fluent in Arabic and English (verbal and written)

  • • Knowledge of IT / Telco is an added advantage

  • • Computer literacy, Windows Operating Systems and Internet applications


Key Skills and Competencies:

    Specific Job Skills:
  • • Ability to resolve issues, Comprehensive knowledge about the product basket, Align individual goals to Organizational Goals, Skilled in Communication, Comprehension, Composition and Problem solving skills, Commitment to quality and ability to manage performance and change

  • Personal:
  • • Ability to put forth ideas, Take initiative, Patience, Proactive, Ability to handle stress, Capable of leading a team, Ability to work with numbers, Good Listener, Cooperative, Ability to delegate responsibility, Ability to drive results, Provide positive feedback

  • Personality:
  • • Strong Communication Skills, Convincing ability, Mature, Self-motivated, Accessible, Analytical Skills, Focus on Quality, Target Oriented, Crisis and conflict management, Decision Making, Enthusiastic, High on Integrity, Receptive to feedback, Unbiased


Additional Requirements

  • • Flexible to work varied shifts within a 24x7 environment; including weekend & holiday work schedules


Sales


5 Years of Work Experience


AWASR/SALE


Submission Date: 2017-09-29


ROLE & CONTEXT

Awasr’s Business Sales (B2B) is a critical part of the company’s first line customer facing activities for all Business Accounts and have a significant role to play in long term business value creation through achievement of sales revenue, profit and customer satisfaction as defined in the annual business plans and the overall corporate strategy.

The SME & SoHo division is responsible for revenue growth and profitability from the small and medium enterprises and small office / home office customers through resellers, telesales channels and partnering with indirect channels.

Purpose
This role is responsible for ensuring delivery of revenue, profitability and customer satisfaction targets of SME accounts through direct channels.

ROLE ACCOUNTABILITIES

  • • Deliver sales strategy through manage & drive sales of voice and data products. Own the core KPI’s for Direct Sales and ensure that the right strategic products are focused on.

  • • Own account planning and forecasting for all SME sales through direct channels. Be able to identify the variances in the forecast v target and develop tactical plans to bridge the variances

  • • Coordinate with marketing on standard pricing offers and products through engagement with business segment and strategic planning and reporting. For standard and custom solutions.

  • • Proactive management of all customer relations to achieve continuous improvement on customer satisfaction. Personal responsibility and accountability for all customer issues to drive customer obsession

  • • Coordinate with sales support teams to ensure high customer service levels.

  • • Maintain relationships with key client decision makers to pro-actively present new solutions and enhance ICT penetration. Feedback proactively into the product roadmap. Be a credible presence in the market through networking and attending business events. Be an ambassador for B2B within Awasr

  • • Drive high performance through a strong performance management culture through weekly one to one‘s and weekly sales meeting. Engage in performance dialogue when necessary.

  • • Motivate the sales team through in field engagement and adapting a sales methodology – driving from transactional sales to transformational sales.

  • • Development, implement and administer all operating policies and procedures to maximise customer satisfaction, retention & profitability.

  • • Partner with telesales teams to drive SME sales and effective conversion of leads to order

  • • Engage with marketing to ensure the implementation and delivery of campaigns and be able to actively report against all campaigns.

  • • Actively ensure the quality and consistency of customer’s end-to-end customer experience in line with Awasr’s customer satisfaction criteria and index, promoting a strong customer focused culture through the unit through engagement with post sales implementation team

  • • Ensure process and workflows are managed effectively and are regularly reviewed in order to constantly seek to improve levels of service delivery to customers through engagement with operations

  • • Lead regular customer base / account reviews with Department head, maintain watch list accounts for potential migration to other segments and track progress.


Business Impact
  • • This role has significant business impact on the revenue & profitability for Awasr through managing customer acquisition for SME Accounts through Direct Channels.


  • Costs & Profitability
    • • Responsible for achieving sales & profitability targets for SME Accounts through direct channels.

    • • Optimize resources and identify cost saving in operations.

    • • Plan and manage operating expenditure within approved budget.



    Problem Solving
    • • Independently resolves issues in relation to day to day activities within own unit and team. More complex problems would be resolved in consultation with superior.

    • • Ensures all issues are reported timely and accurately, and ensure all issues are solved within permitted timeframe.



    Planning & Organizing
    • • This role would typically plan and allocate profit targets across direct channels to ensure overall targets are achieved.

    • • Develop plans and procedures to implement activities to improve quality and efficiency within the area of operations.

    • • Monitor performance in line with division scorecard.



    KEY RELATIONSHIPS & DECISION MAKING

    Team working, Coaching/Development & Leadership
    • • Leads staff to ensure they are motivated, focused, achieve their targets and provide a professional service

    • • Support, manage, develop and appraise channel performance.

    • • Responsible for developing the team and through defining team KPIs and offering continuous guidance and coaching.



    Communicating, Negotiating & Influencing
    • • Establish and manage multiple cross-functional relationships, coordination and communication lines with all units in the function and across Awasr.

    • • Influences business decisions relating to sales through direct channels for SME Accounts.



    Decision Making
    • • Responsible for taking all day to day operational decisions and more complex and far reaching decisions within own area.

    • • Input into major decisions on a day-to-day basis, makes routine decision around control issues that impact on department performance

    • • Operational decisions to improve methods and procedures

    • • Major decisions are done in consultation with superior and other senior management.



    KEY PERFORMANCE INDICATORS (KPI)
    • • Achievement of revenue and sales targets.

    • • Achievement of profit targets.

    • • Increase in Client base & revenue through New Business.

    • • Lead-Conversion rate

    • • Customer satisfaction as measured by external survey.

    • • Business process improvement.


    Experience & Essential Knowledge
    • • Bachelor’s Degree in Management

    • • Experience of dealing with SMEs

    • • Knowledge of Telecom sales & Solutions

    • • International/ multinational experience a plus

    • • Experience of direct line management

    • • Sound knowledge of Sales Team Management.

    • • Knowledge of Incentive/commission schemes.


    Skills
    • • Strong negotiations skills

    • • Problem solving & decision making

    • • Leadership & management

    • • Strong team leader and ability to develop the team’s capability and skill • Influence & persuasion.

    • • Organisation awareness.

    • • Planning & organising.

    • • Results orientation.

    • • Customer obsession

    • • Communicating Effectively

    • • Relationship Building


Operations


10 – 15


AWASR/OPS


Submission Date: 2017-12-15


The Business Relationship Manager (BRM) will be responsible to operate as a liaison and a strategic interface between Awasr and all the stakeholder for the purpose of business strategy development, risk management, client requirement and relationship management. The BRM will provide strategic consulting support and will facilitate the planning and execution of initiatives that will enable Awasr to achieve objectives through the effective use of technology and business strategy. The BRM will ensure Awasr’s business priorities and needs are met, and will communicate & listen effectively, negotiate with tact, mitigate conflict diplomatically, build strategic alliances, and achieve results using strong interpersonal skills. Holds knowledge, skills and behaviours that foster a productive relationship with the stakeholders.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES



Strategic Accountabilities

  1. • Acquire, maintain and grow profitability long-term relationships with the clients.

  2. •  Exceptional business originator and client focused individual. Contributing towards business revenur and client growth  

  3. •  Effectively originate new business as we manage and serve existing business relationships.

  4. •  Negotiate agreements and commitments by facilitating communication from initial requirements through to final implementation.

  5. •  Advice on business options, potential risks, costs versus benefits, and impacts on end-user products & services, business processes and system priorities.

  6. •  Participate in short and long-term strategic planning sessions with clients to improve business processes.

  7. •  Provide input to an oversight committee for the prioritisation of Awasr initiatives based on the business needs/strategy, IT workload, and budget.

  8. •  Provide strategic consultation to internal teams, with a view to participate in quality reviews and feedback sessions.

Business Accountabilities

  1. • Demonstrate in-depth and region-specific telecommunications knowledge and knowledge of the service catalogue.

  2. • Develop business reviews/recaps (monthly, quarterly, and annually, as needed).

  3. • Maintain awareness of changes to Awasr’s strategy, goals and processes.

  4. • Minimise business value lost during project/program execution.

  5. • Provide support to primarily the CEO, and departments & relevant stakeholders.

  6. • Support change management activities such as organisational transitions,   organisational adaptation, business process analysis & change, and the appropriate   allocation of budget & resources.

  7. • Support the overall monitoring of the business through analysis and decision-making.

  8. • Utilise Awasr’s service catalogue effectively, to identify opportunities and provide   recommendations based on relevance to the business, appropriate timing, technology,   implementation, and deployment.

Relationship Management

  1. • Establish and maintain strategic relationships with key internal and external stakeholders.

  2. • Has regular contact and meetings with clients and providers of new business introductions

  3. • Act as a first point of contact for stakeholders for all queries relation to their relationship with Awasr

  4. • Manage customer expectations through effective communication and resolution strategies.

  5.     Transfer knowledge in a clear, concise and diplomatic manner with an aim to cohesively align information within the business.

  6.     Screening, prioritising and annotating incoming information and communication (telephone, electronic, paper); responding, re-directing or referring to the appropriate person. 

Stakeholder Management

  1. •    Collaborate with internal stakeholders to align technology solutions with business strategies.

  2. •    Independent and proactive approach to filtering all enquiries from both internal and external stakeholders, including regulatory and government officials.

  3. •    Communicate with stakeholders and project managers to ensure awareness of progress, risks, and results.

  4. •    Ensure stakeholders’ expectations are identified and managed, with a view to detect and resolve issues through negotiation or governance mechanisms.

  5. •    Facilitate stakeholder (internal/external) business planning & strategy meetings.

  6. •    Liaise with appropriate stakeholders to identify & evaluate risks associated with business decisions.

  7. •    Manage stakeholders’ perceptions and satisfaction with all Awasr services.

JOB REQUIREMENTS

Qualifications and Experience

  1. •    Bachelor’s degree in Information Technology, Business, or a related field.

  2. •    10 – 15 years of experience in IT management, business analysis, consulting, process engineering, solutions management or other related area.

  3. •    Excellent communication and influencing skills with experience in dealing with the stakeholders

  4. •    Experience in successfully implementing/leading medium to large-sized complex projects in business, IT consulting or management roles.

  5. •    Requires leadership skills.

  6. •    Requires negotiation skills.

  7. •    Requires in-depth knowledge of the business and IT processes.

  8. •    Requires the ability to work with limited management direction (autonomous work ability).

Skills / Knowledge

  1. •    Knowledge about Capital and Revenue Expenditures

  2. •    Knowledge about IAS & IFRS- (Inventory & Assets)

  3. •    Knowledge of any accounting software

  4. •    Organizational skills with attention to details

  5. •    Negotiation skills

  6. • Strong communication skills

Competencies

  1. •    Arabic and English proficiency

  2. •    Business/organisational functions & processes knowledge

  3. •    Communication skills (understanding, verbal and written)

  4. •    Conflict resolution skills

  5. •    Consulting/advisory skills and knowledge

  6. •    Decision making, analytical, and problem solving abilities

  7. •    Financial/budgetary understanding

  8. •    High-level strategic thinking & analysis skills

  9. •    Industry best-practice/benchmarking standards knowledge

  10. •    Information seeking & gathering skills

  11. •    Interpersonal and coordination skills

  12. •    Networking skills

  13. •    Proficiency in Excel, PowerPoint, Word, MS Project and Visio programs

  14. •    Project management skills

  15. •    Report analysis & deduction skills

  16. •    Reporting Skills.

Operations


Year 8


AWASR/OPS


Submission Date: 2017-11-12


JOB PURPOSE

This is a key role in the finance division. The procurement & Contract manager is responsible for taking the necessary steps to ensure all the business requirements are fulfilled by timely manner in a cost effective way with best given quality. Develop the relationship with suppliers. Also follow all the contracts/SLA/Agreements in content of financial liability, operationally and necessary millstone mention in contracts are fulfilled and followed accordingly.

KEY ACCOUNTABILITIES AND RESPONSIBILITIES

  • •  Discover the most profitable suppliers and initiate business partnerships

  • •  Develop the procurement process

  • •  Develop the procurement policy for short term and medium term

  • •  Set procurement goals with Different department

  • •  Participate in cost reduction exercise

  • •  Alerts on different contracts obligation and applications

  • •  Negotiate with external vendors to secure the most advantageous terms

  • •  Approve the ordering of necessary goods and services

  • •  Finalize details of orders and deliveries

  • •  Examine and re-evaluate existing contracts

  • •  Track and report key functional metrics to reduce expenses and improve effectiveness

  • •  Collaborate with key persons to ensure the clarity of the specifications and expectations of the company

  • •  Foresee alterations in the comparative negotiating ability of suppliers and clients

  • •  Anticipate unfavorable events through analysis of data and prepare control strategies

  • •  Perform risk management regarding supply contracts and agreements

  • •  Control spend and build a culture of long-term saving on procurement costs

  • •  On all standard and nonstandard contracts, provide redlined recommendations and often negotiate directly with customer attorneys or purchasing staff until consensus has been reached

  • •  Maintain contractual records and documentation such as receipt and control of all contract correspondence, customer contact information sheets, contractual changes, status reports and other documents for all projects.

  • •  As needed, provide guidance on contract matters to project managers or other operational staff, including training to new project managers and other employees in contracting practices and procedures.

  • •  Develop and implement procedures for contract management and administration in compliance with company policy. As appropriate, contribute to or influence company policies.

  • •  Monitor compliance by company employees with established procedures. Identify areas of recurrent pressure.

  • •  Work with Risk Management Department / Finance to coordinate contractual insurance requirements.

  • •  Work with Finance to ensure adherence to broader finance and risk requirements such as revenue recognition, pricing and discounting policies, export controls etc. May include ‘financial engineering’ and understanding / evaluating economic impact of terms and term options.

  • •  Support Product Management / Marketing to ensure company products and services are offered with appropriate, competitive terms and conditions

  • •  Monitor competitive terms. Monitor customer satisfaction with our terms and conditions and contracting practices. Recommend changes.

  • •  Ensure that signed contracts are communicated to all relevant parties to provide contract visibility and awareness, interpretation to support implementation.

  • •  Handle on-going issue and change management

  • •  Monitor transaction compliance (milestones, deliverables, invoicing etc.)

  • •  Represent the company during any audits by a TRA/External/Internal that involve procurement and contracts.

JOB REQUIREMENTS

Qualifications and Experience

  • •  degree in Finance or equivalent

  • •  8 years’ experience in a similar role (telecom is an advantage)

  • •  Knowledge and practical experience of procurement and contracts

  • •  Excellent customer service attitude, customer communication and internal relationship building

  • •  Experience in terms of understanding the full accounting terms in a telecom service environment is an added advantage (but not essential)

  • •  Preferred to have basic knowledge of IAS/IFRS for assets and inventory      

Skills / Knowledge

  • •  Knowledge about Capital and Revenue Expenditures

  • •  Knowledge about IAS & IFRS- (Inventory & Assets)

  • •  Knowledge of any accounting software

  • •  Organizational skills with attention to details

  • •  Negotiation skills

  • •  Strong communication skills

Competencies

  • •  Knowledge of procurement and contracts manager role

  • •  Understanding of the telecom customer market in Oman is a plus (but not essential)

  • •  Data entry and computer skills

  • •  Ability to manage customer requests

  • •  Good knowledge of MS word, excel and PowerPoint