Job Purpose:

To be fully accountable for customer care policies and strategies. To ensure that the Customer Care approach, standards, processes and procedures are employed and regularly reviewed and measured against International standards. To generate and present all needed reports on periodical basis and whenever needed. To make sure that all customer care projects are handled according to standards.  

Key Tasks/Accountabilities:

• Follow operational KPI’s and provide comments based on analysis results.

• Review and improve all Customer Care KPIs.

• Review and document all Customer Care policies, procedures and processes.

• Follow up on Customer Care projects implementation.

• Follow up with vendor for all updates and patches.

• Evaluate vendors offers related to CC systems from technical & business point of view.

• Managing the Customer Care budget, including the forecast, and ensuring its accuracy and timely submission.

•  Handling and coordinating cross- ZAIN department requests such as ,   Customer Care Strategy, Road-map, short and long-term plans,budget etc..).

•  Overseeing vendor contracts and following up on all due payments and settlements.

• Participate in management meetings and give feedback for Customer Care processes & projects.

• Participate in the implementation of all Customer Care strategic initiatives and performance enhancement operations.

• Prepare and analyze weekly and monthly KPI’s reports for all customer care departments.

• Responsible for creating Business Cases and Business Requirements Documents (BRDs) and ensuring their delivery with achieved business benefits.

• Participate in arranging and managing Customer Care budget with IT.

• Insure compliance with all applicable policies & regular requirements on Information Security.

• Monitor the performance of all Customer Care systems and work on improvement.

• Manage the IVR performance, test results and new updates to envelop to support  meet all customers experience and expectations.

• Manage and follow all projects status and manage communication with internal/external stake holders to make sure all projects align with time frame and meet the requested requirement and standards.

Typical Performance Measures:

• Providing accurate reports on time

• Effective communications.

• Effectiveness of issue resolution/decision making/change control and risk management

• Delivery of outcomes to agreed quality standards and deadlines.

• Adaptability of work plans/resources in response to change

• Effectiveness of tools/techniques/processes employed within the customer care to facilitate delivery

• “Ensure the realization of business case benefits by monitoring outcomes and delivering value from projects.

Dimensions:

• Reports to Business Support Team Leader

• Targeted against customer service processes and reports 

• Experience in Microsoft Office applications.

Knowledge:

• Broad understanding on telecommunication and project management systems.

• Good understanding in digital transformation.

• Good  understanding of customer behaviors and culture.

Skills:

• Ability to understand business processes and business and functional requirements

• Leadership/management skills within a matrix management environment

• Conflict handling and resolution skills

• Change management

• Highly developed communication and reporting skills (verbal and written)

• Ability to communicate effectively in Arabic and English.

Key Behaviours for Success:

• Problem Solving

• Forward Planning

• Analatyics skills

• Concern for Standards/Efficiency

• Being Collaborative and Cooperative

• Tenacity, Resilience and Self Management

• Work under pressure