Business Care Team Leader- Premium

3 weeks ago

Doha, Qatar Vodafone Full time

**Organization Profile**:
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. A key driver of innovation in the telecommunications market, Vodafone Qatar is leading the way as one of the first operators in the world to go live with commercial 5G services and provide customers with a suite of 5G products and services.

We believe that, when working together, humanity and technology can find the answers and create a better future for all. We are passionate about building a workplace where you can truly be yourself, share inspiration, embrace new opportunities, thrive, and make a real difference to people and our planet. We are known for our technology, but it is humanity that drives us forward.

TogetherWeCan

**Role purpose**:
Lead and manage a team of 60+ specialized Advisors in customer care function to deliver an awesome customer experience for Vodafone to be the NPS leader. Responsible for managing an annual contact volume of 210K+ and ensuring the best service delivery

Effectively coach and support Specialist’s whilst overseeing day to day activities with a strong focus on maintaining and improving service quality, conduct regular 1 to 1 and team meetings to ensure team is kept up to date on all relevant product, service and process impacting business customers, maintain high levels of morale and motivation within the team and be a role-model as a leader.

Manages the team by effectively directing the team members to achieve the set KPIs whilst providing the best customer service. Engaging with all the stakeholders cross functionally to understand and explore possibilities of reducing any unwanted contact reasons and propose, initiate improvement ideas to enable customers to self-serve and depend less on live contacts

Be responsible to delight and provide the highest standard of customer service to Vodafone Qatar business premium customers through the premium care team and ensure the service provided is directly correlated to the satisfaction and NPS of this segment.

Create a model team for the enterprise business customer support with the state-of-the-art service provided to all customers and benchmarks are set for other teams to follow in providing the best services for customers. Leading and motivating the team to step up and perform at a highest level and guide them to provide the best service for enterprise customers throughout the journey

**Key accountabilities and decision ownership**:

- Be responsible to lead 40 member team to manage approximately 210K interactions from our most valuable business customers and ensure the service provided is unmatched and of the highest quality
- Accountable for all the support services provided for the business customers by Vodafone Qatar through managing different teams in onshore & offshore.
- Effectively deliver support services to the internal and external business stakeholders seamlessly without any interruption and ensure the business operations run smoothly
- Ensure offshore business inbound teams are motivated and equipped to delight customers at each and every contact by listening and understanding customers needs,
- ensuring customers expectations are fulfilled and follow ups are minimized and employees are taken through rigorous coaching/motivational standards where these ratings are not being achieved.
- Be highly customer oriented. Make serious efforts at understanding customer needs and ensures expectations are met in every interaction.
- Deliver an awesome customer experience through driving the offshore business teams in meeting targets for Quality, FCR, TNPS and NPS. Be proactive in ensuring that learning is shared and that quality and other key matrices are improved upon.
- Understand the importance of business chooser handling and expectations of these customers and and build and manage the team to ensure best possible service is provided
- Drive the AM support team to provide the quickest and most sustainable solutions to our account managers and achieve RNPS targets
- Manage the on-demand function to fulfil and complete all enterprise customer requests and achieve stipulated service levels
- Lead and motivate a team managers, team leaders and advisors within the offshore business care environment to ensure delivery of an awesome customer experience

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