Available Opportunities
VAC3109 - Director Contact Centre
Field: Customer Care Contract Type: Full Time - Permanent
Location: Qatar - Doha Closing date: 28-Aug-2014
Purpose:

Ooredoo is 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 Qatar, we employ approximately 2,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Qatar. 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!

Business Unit:

The Contact Centre Operations are the main point of contact with Ooredoo customers, via telephone interaction (inbound and outbound), Internet, web cast, fax, and any other contact other than via a retail outlet.  Effective management of this unit therefore can significantly impact customer’s perception and satisfaction with Ooredoo.

Role:

This role is to plan and manage Customer Contact Centre operations & activity to ensure that a professional level of service is being offered to customers, in line with the company brand requirements and business objectives are being achieved in support of company strategies.

Qualifications:

You should have a minimum of 12 years experience in Customer Care preferably within telecom sector, of which at least 6 should be in a Call Centre environment and in a management position, with:

  • Knowledge of Contact Centre Management processes and operations
  • Sound knowledge of customer management and customer satisfaction
  • Understanding of CRM infrastructure

You should have a Bachelor Degree or equivalent in Communication, Business Management, or Marketing.  Additional training in Call Centre Management and Customer Relationship Management is preferred.

Please click for full Job Description

Note: you will be required to attach the following:
1. Resume / cv
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