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We are looking to hire the very best talent in Oman. We want to attract people who reflect Awasr's core values. People that are creative, energetic, positive and friendly and who want to do things better, giving our customers the best possible service.Take a look at our current job postings. If you feel there is a role for you at Awasr, then we would like to hear from you.

Customer Care Supervisor

Department: Operations


Experience: 5 Years of Relevant Experience


Code: AWASR/OPS


Submission Date: 2017-09-26


Description:

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


Department: Sales


Experience: 5 Years of Work Experience


Code: AWASR/SALE


Submission Date: 2017-09-29


Description:

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