Career Center

The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role

To manage the support of various Customer care operational infrastructure and be responsible for KPI reporting and analysis of all Customer Care KPI’s and metrics. The role is responsible to ensure customer care infrastructure platforms like PABX, IVR, ACD and other OSS platforms and applications are highly available and tailored to suite business and operational needs. Leading continuous Improvement initiatives in customer care. Lead, plan, design & implement new customer centric processes within Customer care and measure the effectiveness of new and existing processes to optimize costs without impacting the quality of customer service. Also, to be responsible for ensuring premium quality of customer interactions handled by care executives across customer care.

Key Accountabilities and Activities

• Conduct on-going and regular review and refinement of existing processes and procedures within the customer care to ensure superior customer service.

• Review the customer care MIS reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

• Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis.

• Compile and analyze information on other contact centers/customer care with the objective of benchmarking products and services.

• Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, acceptance testing and training).

• Plan, conduct, and manage Customer Care KPI targets on a monthly basis and on recognition programs, as required.

• Communicate with users, conduct acceptance testing, requirements gathering and prioritization.

• Produce functional requirements specifications, including acceptance criteria.

• Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.

• Review the performance of new ventures and provide feedback on their performance as compared to local and regional party operations.

• Ad hoc projects as requested.

• Oversee the Maintenance already existing documented business process and act as a repository for all of the division’s business processes

• Assist business process owners in identifying new processes and documenting them.

• Work with Business process owners to enhance, optimize, re-engineer and monitor business processes when required.

• Design and implement various operational KPI performance dashboards for a variety of audience and stakeholders across the business unit.

• Drives Continuous Improvement to quantitatively and qualitatively reduce costs, improve quality, and service.

• Manage and take a lead role in promoting and improving quality processes, expectations, and results

• Responsible for discrete categories of Process Effectiveness tracking including tracking down-time results, improving data integrity and developing improvement plans based on the data.

• Establishes and manages process implementation for “right first time” performance and incorporates this philosophy in the continuous improvement lifecycle.

• Identify root cause for problems and assist problem management teams in error prevention or error correction actions

• Conduct on-going and regular review and refinement of existing processes and procedures within Customer Care to ensure superior customer service.

• Review Customer Care reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs and customer service.

• Process and activity performance Monitoring

• Use DMAIC problem solving methodology, Value Stream Management planning to drive various CIP projects

• Coordinate and facilitate Kaizen events for the continuous improvement of various operational processes.

• Responsible for managing the first line support for all Customer Care operating systems, including but not limited to, Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Workforce Management System (WMS), IVR (Interactive Voice Response) and any other in-house developed applications which are used in Customer Care in terms of configuration and set up.

• Ensure that the System Support team is performing to accepted levels in terms of quality of support and timeliness of response and production of reports.

• Create work breakdown structures for the System Support team and ensure that the team is performing their activities/tasks in accordance.

• Ensure that all support processes and procedures are clearly documented.

• Ensure all in-house developed applications are properly tested before deployment.

• Ensure all system related technical documentation for Customer Care operational systems are up-to date.

• Recommend the best possible system/application architecture for future systems/applications in Customer Care that would satisfy the business needs.

• Accountable for the review, tracking, testing and implementation of all system related change requests where applicable, from the various customer care functional areas.

• Oversee the review, tracking, testing and deployment of all operational reports and related change requests where applicable, from the various Customer Care areas.

• Actively participate and assign support resources for various customer care related projects.

• Ensure that unresolved technical issues are escalated to IT/Technology for second line support and tracking /follow up is done periodically to get the issues resolved.

• Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.

• Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.

• Prepare RFP documentation for any external vendors required to assist in a project

• Assess RFP responses and presentations in order to identify a preferred supplier

• Monitor and report on pre-project activities and provide relevant management information.

• Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project.

• Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan.

• Conduct project presentations and run update meetings capturing issues, progress and additional tasks.

• Proactively liaise with project sponsors and stake holders in order to obtain permission for an activity or a decision on a task that allows the project to proceed.

• Communicate and manage with any third parties that have a specific involvement with a project.

• Produce post-project analysis against agreed critical success factors and provide appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation. 

• Manage Scheduling activities in conjunction with the head of QC and scheduling.

• Ideation and formulation of efficient shift strategy that is in-line with the manpower plan.

• Manage the development of monthly forecast strategy with line managers and direct reports.

• Manage the development of “What If Scenarios” to handle interaction volume spikes.

• Formulate Manpower plan and budgets that are of tactical and strategic in nature

• Conduct periodic reviews with key stakeholders and top management on ways to improve the work force management process, taking into consideration trends in shrinkage, adherence, forecast accuracy etc.

• Drive various manpower cost optimization strategies from a WFM perspective.

• Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
  Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
  Delegate responsibility to direct reports, in accordance with their role and ability, to ensure they are developed and maximise their potential.

• Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.

• Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

• Other duties as directed by Director or other superiors.

Qualifications

Bachelor's degree in business or statistics or a related discipline from a recognized tertiary institution.

Other Information

• 5-6 years’ experience required.

• 3 + years coaching and supervisory experience.

• Effective interpersonal skills, ability to operate at all levels of the organization.

• Exposure to a project driven environment.

• Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.

• Fluent verbal and written communication in both Arabic and English.

• Management and organisational skills.

• Creative thinking and ability to work effectively under pressure and tight time-lines.Six Sigma Green Belt Certification or a Kaizen certification would be an added advantage

• Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.

• Project tracking/ management is a prerequisite.

• 3+ years’ Experience in Business process mapping and Business process re-engineering using any process mapping tools preferably UML based.

• Interaction Quality Management Platforms

• Experience in Administering Quality Monitoring platforms like Avaya ACR/QM, Verint QM etc.