وظائف شاغرة لدى شركة امنية للاتصالات

تعلن شركة امنية للاتصالات عن حاجتها الى :

 A) JOB TITLE : WFM AND CC DEVELOPMENT TEAM LEADER CLOSING DATE : 2019-04-21T00:00:00

 1. JOB PURPOSE The Workforce Management and Customer Care Development Team Leader is responsible for managing and leading daily CC activities aiming for maximum efficiency and cost-effectiveness, managing the CC schedule, monitoring agents attendance and adherence to schedules, generating all related CC reports and perform analysis, decide on needed headcounts for each function in the CC (Inbound, Outbound, Social Media), and advice on the suitable ratio for males & females in order to ensure agent’s satisfaction and achieve CC KPI’s, collecting & analyzing CC agents’ training needs, scheduling the trainings, reporting & analyzing training activities, and support in Retail training activities.

 2. RESPONSIBILIES Meet CC Operations objectives Scheduling accuracy for continuous improvement, including making recommendations to improve efficiency and team member satisfaction Analyzing and incorporating key business drivers, initiatives, and growth into the demand forecast. Create all needed users for the current CCR’s and the new hires Provide CC Operation daily weekly & Monthly reports Assure resources utilization across all functions Scheduling for all CC functions Collecting & analyzing CC agents’ training needs. Scheduling CC trainings and provide reports and analysis. Responsible for any notification and follow-up for any CC facilities maintenance. Conducting effective resource planning to maximize the productivity of resources (people, technology etc.) Collecting and analyzing call-center statistics. Monitor real-time incidents and act accordingly for performance management of the CC. Ensure distribution of all the skill types per agent and make recommendations for call types priorities to enhance customer experience. Provide Retail Training Reports and analysis; Support in Retail training activities for reporting and evaluation part

 3. MANAGERIAL RESPONSIBILITIES Provide guidance, instruction and direction to team members Assign roles and work load distribution, setting objectives Plan and organize the work of team members Provide needed development for team members (coordinate with HR) Provide coaching and performance feedback to team members Manage team’s performance (Performance appraisal is part of this cycle) Act as a point of reference for team in issues related to company strategy and direction (top down approach) Assure that team members are following Umniah policies and procedures and highlight any violation for the code of conduct Document the division policies and procedures in coordination with the Quality Assurance Manage the administrational requirements of the team (Attendance, Job Description…) Set the division annual plan in alignment with the department and company direction/strategy Define the division budget Manage the division performance and assign projects Reporting Retain talents and recommend actions with low performers Guarantee business continuity in his/her division

 4. KNOWLEDGE AND SKILLS: Knowledge Of: Umniah Products & Services Customer Service & Call Center Industry, operations and KPI’s Data and financial analysis and statistical modeling Telephony platforms, ACD and WFM tools Skills In: Risk Management: Risk assessment techniques, Risk probability and estimation Manpower Planning Contact Center Performance Management Strong analytical skills, creative problem solving and a solutions oriented background. Leadership Very Good command of English language speaking and writing Very Good command in MS office applications; advance Excel skills 5. REQUIREMENTS Education: Bachelor Degree in business or any related fields. a minimum of 3 years in CC/WFM Knowledge of Telephony platforms, ACD and WFM tools

 B) JOB TITLE : GRADUATE ENGINEER INTERNS CLOSING DATE : 2019-09-01T00:00:00 GRADUATE ENGINEER INTERNS Umniah Chartered Program is a scheme for fresh graduates to join Umniah at entry-level positions for a period of four years’ training and employment.The Graduate Engineer Interns work with other engineers and specialists at workshop / site according to given instructions. Eligible candidates should Hold a university degree with a GPA OF 3.0/4 Pass related functional test based on the hosting department. SKILLS Successful engineer interns should be fast learners, use logic to solve problems and are personally committed to continuous improvement. EDUCATION Bachelor Degree in Telecommunication Engineering or any other related field.

 C) JOB TITLE : SHOP REPRESENTATIVE CLOSING DATE : 2019-10-01T00:00:00

 1. JOB PURPOSE Responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests about products and services in order to meet customers satisfaction and achieve sales targets.

 2. RESPONSIBILITIES Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

 3. THE JOB ENTAILS EXPOSURE TO : Deal directly with customers either by telephone, electronically or face to face Respond promptly to customer inquiries Handle and resolve customer complaints Obtain and evaluate all relevant information to handle product and service inquiries Provide pricing and delivery information Perform customer verifications Set up new customer accounts Process orders, forms, applications and requests Organize workflow to meet customer timeframes Direct requests and unresolved issues to the designated resource Manage customers' accounts Keep records of customer interactions and transactions Record details of inquiries, comments and complaints Record details of actions taken Prepare and distribute customer activity reports Maintain customer databases Manage administration Communicate and coordinate with internal departments Follow up on customer interactions Provide feedback on the efficiency of the customer service process 4. REQUIREMENTS Education: Bachelor Degree in Business Administration or any related field. Work Experience: Officer: 0-3 years. Knowledge Of: Umniah Products and Services (functionality, price, availability) Umniah packages (products included, price, availability) Market Knowledge Skills In: Selling Techniques: Consultative Selling, Negotiation techniques, Persuasion and Deal closing, Cross and up selling techniques Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications Good command in MS Office Excellent command of English language writing and speaking

 D) JOB TITLE : CONTACT CENTER REPRESENTATIVE CLOSING DATE : 2019-10-01T00:00:00

 1. JOB PURPOSE Responsible for handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services in order to meet assigned KPI’s and achieve customer’s satisfaction.

 2. RESPONSIBILITIES Handling customers’ calls/contacts and answering product and service questions; suggesting information about other products and services

 3. THE JOB ENTAILS EXPOSURE TO: Handle all kinds of customers calls related to inquiries and requests of service (such as; subscription, handset usage, invoices, bill payments, change of offers, service fees, additional service and any new offers, product and services that Umniah would provide); in a prompt, courteous, friendly and professional manner. Educate customer on Umniah services and products offered and direct customer toward available resources for self-help/service (such as; IVR & Customer Care On-Line, and/or any other contact channel). Enter call type coding and tracking information completely and accurately Resolve customer complaints and issues to the satisfaction of the customer Enter customer data and other relevant information into call center database or other data repository, as required Schedule, assign a complete customer information case to back office for cases that cannot be solved on line following the call center processes & guidelines Provide call center management of all types of customer feedback on daily basis Alert call center direct management of issues and concerns that require escalation for complete resolution or which may indicate a larger, underlying problem (such as; network problem, system failure,…etc) Build a customer relationship, which add-value to the customer, leading to a long term profitable relationship Use customer service and sales skills to optimize the opportunity of each customer contact Maximize opportunities to up-sell and/or cross sell Umniah products and services Handle customers in a professional manner and efficient service delivery with consideration to the call load and number of waiting customers in queue Keep customers informed of global problems or scheduled down-time. Also keep them informed of progress on problems that cannot be resolved at point of call Keep peers and Team Leader/Coach, and/or supervisor, manager informed of trends, significant problems, unexpected delays Participate in individual and team trainings and meetings requested by management to ensure skill development and knowledge is up-to-date Participate into call center initiatives for increased effectiveness Participate in the company's business activities or any business needed as requested by Management

 4. REQUIREMENTS Education: Bachelor Degree in Business Administration or any related field. Work Experience: Officer: 0 – 3 years. Knowledge Of: Umniah Products & Services: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions Customer Service & Call Center industry Skills In: Customer Care: Problem solving techniques, Agent utilization tools & techniques, Customer care channels, Customer care applications, Customer care applications, Lead generation and referral Process Management: Business processes and procedure Case Management skills Risk Management: Risk assessment techniques, Mitigation techniques, Risk probability and estimation Good command of English language speaking and writing Good command of MS office.
 Work environment:
Excessive usage of handset –
Work over shifts

 E) JOB TITLE : YOUTH UNIT TEAM MEMBER CLOSING DATE : 2019-10-02T00:00:00

 1. JOB PURPOSE Responsible for promoting Umniah products and services for related segments, and support company initiatives and activities when needed.

 2. RESPONSIBILITIES Work as prompters and representatives in Umniah events Sell Umniah offers and services to designated segment Support in operational and reporting duties and other departments upon need 3. REQUIREMENTS Education: Others undergraduates of any field. Work Experience: 0 years of experience. Certificates: NA. Knowledge Of: Telecom industry Products & Services Knowledge: Umniah Products and Services (functionality, price, availability), Umniah packages (products included, price, availability), Subscription terms and conditions Market Knowledge: Umniah's Competition, Mobile Telecommunications industry, Local Culture, Distribution channels, Consumer behavior and consumer segments Skills In: Selling Techniques: Consultative Selling, Negotiation techniques, Deal structuring, Persuasion and Deal closing, Relationship building, Cross and up selling techniques Excellent command of English language speaking and writing Good command of MS office

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