Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the number one choice for world-class communications services in Qatar, and it is a team that you can be part of!
Ooredoo’s Business BU is a critical part of the company’s first line customer facing activities for all Business Accounts and has a significant role to play in long term business value creation through product design, achievement of sales revenue, profit and customer satisfaction, as defined in the annual business plans. The department ensures that Ooredoo meets its customer experience targets and obligations in delivery of B2B services as per Ooredoo’s commercial commitments which are set out in customer contracts, SLA’s and by the telecoms regulator, avoiding any financial penalties but being accountable for any incurred. Undertake regular reviews of the Customer Satisfaction results in order to initiative improvements. The team leads and directs the Delivery and Assurance of the Customer Experience strategy to achieve Ooredoo’s long-term technical, strategic, cost containment / reduction and customer satisfaction goals.
The role is responsible to strategize and operationally enable the support of all Business Customers services and change requests. The role is also responsible to consistently meet & exceed Ooredoo's Business Customers' expectations as defined in the customer contracts, SLAs and by the telecom's regulator, avoiding any financial penalties.The role involves a high level of operational efficiency and commitment to maintain Ooredoo's leadership status in the market.
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10 years' experience in a similar role.
Experience in a telecommunications industry of which 4 years managing a Service Assurance team.
Knowledge of B2B Telecom products and latest technology trends.
Extensive experience in the day-to-day management of a highly-skilled technical work force
Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
Excellent written and verbal communication skills with multiple levels of the organization, including interaction with senior level stakeholders, internal and external.
Strong influencing and relationship management skills.
Self-driven and resourceful to achieve goals independently as well as take the team to the next level.
Ability to understand complex business processes and technical environments.
High level of IT literacy.
Knowledge of OSS and BSS Applications/Tools
ITIL Full lifecycle awareness
Bachelor's Degree in Business Administration or Computer & Communications or Engineering