Accountable to recruit & manage the end-to-end hiring process for technical, non-technical, and early talent staffing needs.

•Responsible for Managing the team of Customer Coordinators, Contact Service Center Agents and Stores Keepers in order to enhance customer journey through the back office system and processes. •In collaboration with operations team managing timely and efficient delivery of all maintenance packages, one off request and commercial contracts, •Develop strong customer relationships with Senior members in the Customer Organization and be able to listen, understand and accurately articulate… Show more •Responsible for Managing the team of Customer Coordinators, Contact Service Center Agents and Stores Keepers in order to enhance customer journey through the back office system and processes. •In collaboration with operations team managing timely and efficient delivery of all maintenance packages, one off request and commercial contracts, •Develop strong customer relationships with Senior members in the Customer Organization and be able to listen, understand and accurately articulate the customer’s need in to a service Managing and delivering challenging budget targets within the team and through maximising operational efficiencies, with capability of developing innovative approaches to growing revenue and improving margin.•Preparing the department for any internal and external ISO/IMS audits.•Challenging the status quo to identify innovative methods of improving customer experience and increasing customer retention.•Quality management of the process in order to ensure performance measures is being maintained.•Manages and Report any incidents and escalations within the time frame as set in the escalation matrix.management performance and develop skills (121’s, Team Talks and team reviews).•To set objectives for direct reports and review monthly. Ensure same approach and mechanisms for all staff within area of responsibility.•People management through team motivation, Trainings, Succession Plan and all associated Health and Safety requirements.•Determines unit specific priorities and makes decisions Regularly monitoring Urbanized Portal & Concept Evolution (CE) for any unchecked job requests•Conducting TNA (Training Need Analysis) for the team & arranging for the relevant training session•Monitoring random calls to improve call quality minimize errors and track operative performance through CISCO phone system.•Handling the most complex customer complaints or enquiries Show less

-Coordinating with various internal departments to assist on multiple fractured processes and help align processes to help business attain its objectives.-Identify and analysis issues prior to business and commercial launches and product lifecycle in order to attract customers, meet their expectations and retain their business.-Provide accurate and timely reports on key operational indicators as required to senior management.-Analyzing indicators breaking the threshold, perform… Show more -Coordinating with various internal departments to assist on multiple fractured processes and help align processes to help business attain its objectives.-Identify and analysis issues prior to business and commercial launches and product lifecycle in order to attract customers, meet their expectations and retain their business.-Provide accurate and timely reports on key operational indicators as required to senior management.-Analyzing indicators breaking the threshold, perform detailed sample analysis (Calls / TTs / Orders), request additional data (if required), generate relevant hypothesis.-Enable proactive monitoring of key queues / scenarios to facilitate the pro-active resolution of issues before they become customer impacting through the development, execution and maintenance on a regular basis (daily or weekly) and escalate findings to appropriate areas responsible for resolution.-Perform root cause analysis on the reported issues. Root cause analysis includes identification of resources required, event timeline, corrective action, and any process or procedure recommendations to prevent future occurrence-Ongoing monitoring of the agreed indicators, investigate any threshold breaks.-Log sensed problems, primary and alternative definitions and prioritize the problem. -Link problem to related incidents.-Evaluate different problem definitions based on the outcomes of the analysis and interviews. Identify the most relevant and direct root-cause of the problem Show less

-First point of contact for the Enterprise Billing, Payment and Collections [Fixed and Mobile] Team.-Validation and 2nd Tier Verification for tickets logged under Billing, Payment and Collection queue.-Action on Collection bucket, Bad Debts/Write off, Legal accounts by following all collection pre and post methods.-Meeting customers Collection list in order to know reason of non-payment with regards to all concerns, tracking such list of customers separately in order to have a… Show more -First point of contact for the Enterprise Billing, Payment and Collections [Fixed and Mobile] Team.-Validation and 2nd Tier Verification for tickets logged under Billing, Payment and Collection queue.-Action on Collection bucket, Bad Debts/Write off, Legal accounts by following all collection pre and post methods.-Meeting customers Collection list in order to know reason of non-payment with regards to all concerns, tracking such list of customers separately in order to have a speedy resolution to have Customers name out of Collection bucket.-Quality check on calls, notes etc. with regards to logged tickets to know if the updated process for -Billing and Collections is followed to achieve SLA / agreed targets.-Ensure timely management, resolution & administration of customer enquiries related to bill disputes setting up of payment arrangements, payment, invoice adjustments, refunds etc.-Action all AR tasks - Posting of adjustments [debits/credits, refunds deposits, missing payments] under customer’s service account.-Reviewing and authorizing [limited value] adjustments and Cr/Drs under customer’s service account.-Experience of Billing and Collections (BSCS), E-Serve, POS, CRM(Siebel), ERP(Oracle) and other online applications - MS Office.-Updating and briefing new updates to in-house and outsourced team members which are implemented by respective teams within the company.-Providing training and assistance to fresh/less experienced team members on product and process as per company quality standards to ensure consistent delivery of highest level of customer service to maximize team performance.-Proactively produce and update daily, weekly & monthly Billing and Collection reports and dashboards to ensure the KPIs are aligned with the overall customer care service level targets.-Participating in Company Roadshows and meeting Customers to resolve/explain Product and services resulting in maximum customer Satisfaction and long term relationship Show less

-Responsibility of the Order Management process for enterprise indirect sales.-Creating the Account & Activating the customer in BSCS (at level 10)-Creating Activity & Work order in CRM (Seibel).-Logistic-(creating ordering handset, Sims or R-Order (damages), prices & LPO) on ERP. Pairing reports to be sent to logistics for SIM card and Handset dispatching (Mobile).-Creating prospector on behalf of Account Manager & Booking Special Numbers (Gold, Silver, and… Show more -Responsibility of the Order Management process for enterprise indirect sales.-Creating the Account & Activating the customer in BSCS (at level 10)-Creating Activity & Work order in CRM (Seibel).-Logistic-(creating ordering handset, Sims or R-Order (damages), prices & LPO) on ERP. Pairing reports to be sent to logistics for SIM card and Handset dispatching (Mobile).-Creating prospector on behalf of Account Manager & Booking Special Numbers (Gold, Silver, and Bronze).-Suspending/deactivation the Accounts of customer & Putting OCC (penalty charges)-Processing sales data, sales progress reports and other sales related records and reports-Solving customer complaints related to activation through IT Self Desk services & Handing calls (Hotline) and emails-Attending Meetings behalf of staff at time of new product is launch and learning new process and business rules.-To work and coordinate with Sales, Finance and Logistics to ensure the smooth flow of Sales process.-Doing quality Check (Cross check Activation happens without any mistake and fraud (Mobile and Fixed).-Helping staff on any kind of problems-by logging IT Show less