Role Purpose

Zain Iraq is actively recruiting to hire a Tele Sales Team Leader who is responsible for leading Next Generation Tele Sales Agent supporting customer service operations in order to effectively and efficiently handle the various types of incoming and outgoing interactions to meet agreed targets, SLA’s for productivity, cost management, customer satisfaction and customer Service levels .The purpose of this job is to oversee customers’ requests especially critical cases and VIP requests in an efficient and timely manner achieving high level of customer satisfaction. Furthermore, this job is about analyzing customer experience dashboard in order endorse improvements and ensure implementation of corrective actions

Responsibilities

• Understand and participate in the development of Strategy and plans and participate in the achievement of objectives and targets

• Implement and suggest improvements to Department policies and procedures

• Review periodic reports submitted by subordinates and provide feedback and recommendations for improvements

• Provide support to subordinates, motivate and participate in their appraisals for the efficient use of human resources  

• Monitor pattern of calls and flow of activities to ensure smooth operations

• Act as a focal point with other departments to solve escalated requests and ensure on time response

• Liaise with marketing to identify potential avenues for assuring customer satisfaction, loyalty, Revenue and maximizing customer retention rates, Also with Sales - POS’s Satisfaction.

• Schedule shifts according to business needs and peak times to ensure readiness and availability

• Deliver on-the-job training as needed for (Current, Hiring) Agents enhance team capabilities, Skills & knowledges,

• Monitor overall quality of services provided / queuing system and interfere when needed to maintain consistency and efficiency of customer facing activities

• Conduct regular meetings with team leaders/ monitor their performance to ensure efficiency of work

• Provide weekly/ monthly status reports about overall performance to direct manager on achievements, to review overall performance and agree on improvements initiatives 

• Ensure the implementation of proper preventive / corrective actions / improvement initiatives with Operational Excellence to increase customers’ satisfaction

• Answer agent questions and assist them through challenging calls & Issues.

• Implementing the survey & sent the data to the requester within SLA Time.

• Asesst the Manager in Hiring especially during Team Expansions.

• Daily Follow up on Team Revenue, Performance in Telesales & Total Activated offers.

• Motivate the employees Mostly in Telesales Campaigns & know the reason behind the agent not doing well

• Ensure execution of tasks as per Zain IQ established plan, relevant policies and procedures to ensure consistency in handling business cases and achieve targets

• Monitor KPIs measurement and dashboard implementation / analyse different types of reports to assess performance and suggest improvements

Education, Experience and Competencies

Education

• Bachelor’s degree in business administration-related field or equivalent

Experience

• A minimum of 3 years of relevant experience with at least 1 year in a similar role

Competencies

 Behavioural

• Embracing Change (Flexibility)

• Developing Talents

• Serving our Customers

• Achievement Driven

• Team work

• Information Seeking

• Team Management

• Problem Solving and Creativity

• Relationship Building

• Initiative

Technical

• Oral &Written Communication

• Managing Information

• Technology Application

• Call Center Quality Assurance

• Workforce Planning and Management

DEI Competency

• Courage to Engage

• Addressing Bias

• Allyship