Customer Care Director
Earthlinktele, Iraq

Job Summary:

This position is responsible for Managing and executing the strategy to achieve customer satisfaction rates and unique customer experience and ensuring clients issues are handled effectively and efficiently.

• Manage team to ensure service is offered to customers effectively and efficiently.
• Develop and achieve objectives and goals to support the organizational vision.
• Develop an annual business plan to incorporate best call center practices to meet market and company needs.
• Design and execute quarterly and annual objectives and key results.
• Serve as the primary point of contact for escalating advanced issues.
• Provide call and resolution metrics on regular basis to CCO and Management.
• Manage and direct a team of officers to ensure timely Service Resolution and troubleshooting for all issues.
• Handle Trouble ticket generation and response and escalation.
• Establish a reporting system and mechanism to highlight repeated complaints and maintenance issues and route for related departments to devise permanent solutions.
• Gather data from customer calls and suggestions for improvements, ensure relaying the information to related departments.
• Ensure targeted service and performance standards are achieved or exceeded.
• Execute tactical plans and initiatives that exceed customer expectations through coaching supervisors on best practice customer service standards resulting in increased customer satisfaction.
• Provide leadership and strategic direction to Team incorporating a culture driven by innovative thinking to ensure alignment with the strategic vision of the organization.
• Ensure that the team contributes to overall top line growth by continuously
• Manage the workforce staffing needs and establish budgetary controls in line with corporate strategy, and continuously monitor expenses.
• Drive implementation of effective customer complaints resolution systems.
• Ensure implementation of industry best practices in across all levels.
• Ensure customer support Service Level Agreements (SLA) are met.
• Develop team policies, guidelines and service level agreements.
• Provide inputs in developing quality improvement initiatives for the team and monitor to ensure effective implementation.
• Constantly review customer satisfaction scores and make recommendations for reengineering
• Provide training to all supervisors related to level 1 networking, infrastructure, technologies, tools and systems implemented by the company.
• Analyze problems and conduct effective fault diagnosis and system recovery for escalated tickets to provide guidance and route to the proper channels for resolution.
• Track achievement of the targeted performance metrics, highlight deviations and make corrective recommendations, wherever required processes to improve customer satisfaction.
• Monitor random calls to improve quality, minimize errors and track operative performance improving customer satisfaction scores.

Staff Management/Internal Processes:

• Develop Metrics and reporting system ensuring regular reports are sent to Management measuring performance of the Department.
• Evaluate and select information technology solutions to improve tracking and reporting of system availability, performance.
• Approve Workforce plans, productivity, and utilization of staff ensuring optimum staff levels are available for all the department, propose initiatives for improvement.
• Manage Promotions, staff movements, managerial and supervisory hiring/termination and any HR Personnel requests as per the matrix.
• Approve attendance records and ensure company policy is implemented in the department.
• Coach and Train Managers on new technologies and processes, continually improving the status quo.
• Monitor and review the daily, weekly, monthly and annual reports as per department guidelines.
• Guarantee high quality of internal administration, filing and traceability of all documents to ensure efficiency and effectiveness of the department.
• Lead and guide managers on automation and efficiency of processes.
• Lead continuous improvement initiatives to review the process flow of the department, continually evaluation SLAs compared to results of the department.
• Oversee the Learning and Development initiatives in the department.
• Oversee Performance Results of each department compared to SLAs and propose plans for improvement

Requirements

Education:

BA degree in Business Administration or related.

Years of Experience

A minimum 7 Years’ experience in ISP or Telecom Sales, Commercial or Marketing Management Field.

Know

Job Rewards and Benefits