Job Purpose

The Workforce Management and Customer Care Development Team Leader is responsible for managing and leading daily Customer Care (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 the Retail training activities.

The job entails exposure to:

Meet Customer Care Operations objectives

• Monitor the CC operation KPIs and provide needed support to resolve agents and customers issues.
• Submit needed accuarate reports to the upper management within designated deadlines.
• Manage schedule adjustments according to call volume.
• Monitoring agents’ attendance and adherence to schedules and updating agents’ daily activities.
• Direct support on the floor.
• Create all of agents’ needed users and related accesses.
• Track and report any issues that would impact the operations include mass ticket escalation.
• Handle any additional requirements from the management when required.

Reporting

• Provide internal periodic reports on time and with high accuracy, along with needed reports from CC to other departments.
• Participate in calculating incentive for agents and Team Leaders based on their achievements.
• Report working hours per agent to HR for monthly payroll and calculate the working hours target for each function.
• Analyzing all related data in a timely manner and identify any opportunities for improvement.
• Track the outbound campaigns progress and send the report to the team leaders.

Assure resources utilization across the Customer Care operations function

• Monitor and lead daily customer care activities.
• Advise the needed headcount for each function within the Customer Care.
• Collaborate closely with the departments across Umniah to identify business improvement opportunities (short/long term).

• Handle annual vacation activities for the agents.
• Forecast with high accuracy the needed resources using historical data and taking various variables into coinsiderations; seasonality.seasonality.
• Reforecast throughout the schedule period for any possible changes.

Contact Center & Retail Trainings

• Collect & analyze Customer Care agents’ training needs based on monthly performance and future anticipated needs.
• Schedule the trainings.
• Monitoring adherence, and reporting & analyze training activities.
• Conduct training evaluation
• Report and Evaluate all Retail training activities.

Managerial Responsibilities

• Provide guidance, instructions and direction to team members.
• Assign roles and work load distribution and set 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.
• Retain talents and recommend actions with low performers.
• Guaranty business continuity in his/her division.

Education: Bachelor Degree in Business Administration or any other related field Work

Experience: 6 years (3+ years in CC/WFM).

Knowledge Of:

• Umniah Products & Services
• Customer Service & Call Center function, operations and KPIs
• 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 ; advanced Excel skills.