Specialist – Operations Support (Bilingual)

Auckland Office+64 (0) 9303 9093

Cobalt Recruitment Ref: G/Specialist – Operations Support Salary Negotiable + Excellent Benefits Location Middle East & North Africa, Abu Dhabi Sector HR & Business Support, Business Support Date 14th January 2016 Job Type Permanent

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Operations

This role covers quality assurance, work force management, learning & development, MIS and CRM super user management.

The role will require the candidate to:-

Quality Assurance

  • Define, develop and implement an end to end quality assurance framework & methodology to be used across the contact center and OSS operations
  • Define and develop quality manuals & supporting processes to be used by the contact center and OSS operations
  • Design call quality monitoring framework, field operations quality monitoring sheets and monitors quality standards. This is applicable for all contact types (call and email) within the call center and all jobs handled within OSS operations
  • Maybe required to join the OSS Engineers from time to time during customer site visits to check quality of work being performed at the site
  • Takes lead on initiatives to engage with customers in order to identify customer needs and expectations.
  • Recommend actions, seek approval and implement quality actions to uplift customer experience
  • WFM
  • Prepare daily, weekly, monthly and quarterly schedules for the operational team(s) – Call Center and OSS
  • Measure and monitor adherence to operational schedule
  • Measure, monitor and control variances to operational schedule

MIS

  • Define and develop performance management KPIs for the end users and implement performance measuring tools
  • Design and prepare MIS for tracking end to end operational performance and trends
  • Share and distribute reports and dashboards to track performance covering all operational KPIs
  • Track performance at corporate, team and individual level
  • Accountable for developing action to enhance the teams’ performance across all KPIs
  • Initiate performance improvement plans in coordination with operations lead for team members with continued poor performance trends across operational KPIs

CRM Super User Management

  • Design and develop end user business process work flows in CRM (Microsoft Dynamics)
  • Define and develop the end user “how to” interactive guides, decision trees, customer journey maps, processes, SOPs & CRM user manuals for the contact center and OSS operations
  • Learning & Development
  • Design and develop training material and deliver training to the the contact center and OSS operational teams
  • Plan and deliver the process and CRM systems training to the end users
  • As required, develop training material and deliver training for CLIENT(s)
  • Certify trainees across the all levels within operations
  • Develop a framework / minimum certification criteria for each role within the call center and OSS operations

Experience

  • Five years of call center customer care experience, preferably in a technical environment.
  • Minimum 2 Years – Scheduling Experience
  • Minimum 2 Years – Quality Management Experience
  • Minimum 2 Years – Training Experience
  • Strong knowledge of customer care processes and techniques
  • Hands On experience working Microsoft Dynamics CRM
  • Dedication to providing exceptional customer service and field operations management
  • Demonstrate ability to work well in a team environment.
  • Excellent oral, written and interpersonal communication skills
  • Exceptional listening and analytical skills.
  • Intermediate to advanced level of knowledge with Cyber Security awareness

Education

  • Bachelor’s Degree
  • Additional Certifications (Desirable)

Required Skills, knowledge or key accountabilities

Key Competencies

  • Attention to detail
  • Analytical Thinking
  • Communication skills – verbal and written
  • Problem analysis and Problem solving
  • Planning and organizing
  • Decision-making
  • Customer service orientation
  • Advanced working knowledge of MS Office tool
  • Ability to work under pressure and to tight deadlines due to demanding customer requests
  • Ability to respond positively to working within a pressurized environment
  • Good knowledge of telecom products and services and the ability to communicate information onwards specific to a customer’s requirement
  • Fluency in English & Arabic (oral and written)
  • Professional appearance and presentation required
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