Digi Care Team Leader

4 days ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time
Key accountabilities and decision ownership:

Customer Focus
  • Will be responsible for onshore and offshore Digi care team with a total team of 40 members and handle a total contract volume of 370K chats, social media, and other digital interaction.
  • Responsible for providing exceptional service for 2K and above customers who reach us through the WhatsApp channel while roaming and providing quick and accurate solutions to these high-value customers.
  • Introduce new destinations in the roaming journey and ensure the best possible experience is provided to customers and any roaming-related queries and complaints are resolved on time.
  • Manage the My Vodafone complaints section and ensure 18K+ complaints received through the MVA are attended to on time by the advisors and appropriate solutions are provided to customers on time.
  • Be the focal point in addressing high-level escalations providing solutions and ensuring the customer journey is smooth and seamless.
  • Drive the vision on digital care, keep challenging conventional care contacts, and help increase digital care presence and penetration by having strategies in place to deflect conventional call center and retail channels.
  • Responsible for the customer life cycle management of all existing and future digital channels (web, My Vodafone App, Live Chat, chatbots, digital assistants), digital applications (both public and restricted to customer area).
  • Act as customer care lead in all digital changes.
  • Act as change manager to realize the added value of digital changes in the organization.
  • Manage and oversee the Digital care support for all segments and for all digital marketing activities that impact customer experience and ensure that the different digital roles cover the overall digital capabilities that are required to execute the business strategy.
  • Ability to drive change and influence teams to adopt new technologies.
Leadership and Motivation
  • People management is essential with the ability to guide and motivate. Ability to identify training needs and support continuous improvement of the team.
  • Generate and analyze the daily, weekly, and monthly analytic reports for social media platforms through e-gain Tool and Chat Support. Guide and Support the Team to deliver an awesome Customer Experience through the frontline on Social Media Channels and Chat Support. Coaching is a key element in driving performance.
  • Monitor performance and improvement in key metrics. Deliver significant operational improvement and financial benefits to meet annual targets.
  • Ensure that compliance and surveillance audits are happening; investigate customer complaints; collaborate with the Customer Experience & Quality Team.
  • Lead and motivate a team within a Customer Care environment to ensure the delivery of an awesome customer experience.
  • Manage advisor aspirations and facilitate 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.
  • Identify coaching and training needs within the team to develop team members to reach and exceed standards.
  • Ensure the well-being of advisors and implement feedback regarding developmental areas.
  • Develop advisor skill sets and manage personal development goals for the Specialists.
  • Conduct daily, weekly, and monthly meetings with the advisors.
  • Ensure prompt and accurate service and achievement of productivity SLAs and targets.
  • Manage day-to-day activities of the team and ensure compliance with procedures and policy guidelines, encourage and motivate Specialists in a monotonous job environment.
Analytical Thinking & Decision Making
  • Makes constructive use of the information at his/her disposal. Is sensitive to the business environment and evaluates VFQA's possibilities in terms of products, processes, services, and system improvements.
  • Proactively seeks and accurately evaluates the available data. Anticipates outcomes and implications to drive efficiency.
  • Chooses the optimal solutions from all those available and implements the necessary actions on time.
  • Increase Digital care penetration and self-serve.
  • Drive world class experience through Digital channels.
Coaching
  • Identify coaching and training needs for the team to develop team members, team leaders, and managers to reach and exceed standard.
  • Ensure the well-being of advisors and implement feedback regarding developmental areas.
  • Develop advisor skill sets and manage personal development goals for the Specialists.
  • Conduct periodic reviews with advisors to ensure they are on the right track to achieve their KPIs and to offer any support needed.
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