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Customer Service Manager at OSN Orbit Egypt

OSN Showtime network is the home of 85 channels filled with great value entertainment, offering viewers in the MENA region.
OSN - Orbit Showtime Network | Cairo | 13.11.2011

Job Ref. #: JB1729773

• Provides support to the Contact Centres, Operations and sales teams to ensure outstanding customer service is provided.

• A multi-skilled associate with the ability to build and enhance the customer experience by increasing first call resolution, identifying process gaps and managing performance and quality reviews.

• Responsible for assessing levels of competence of all customer facing personnel.

• Assess and manage team development and improvements.

• Ensure commitment to FCR for all customer facing personnel by developing consistent feedback and follow up procedures.

• Ensure all service impacting KPI’s are achieved.

• Ensure all customer information is updated.

• Ensure 100% accuracy on data capture and accuracy on all transactions generated.

• Manage all dialer and out bound campaigns to ensure upgrade activity and swaps are completed in accordance with business requirements.

• Work with the customer service managers to ensure feedback and complaints are addressed appropriately and feedback sessions are documented where appropriate.

• Work with the sales and retention teams to identify gaps and reduce churn.

• Keep all new and existing applications current and up to date.

• Ensure all attendance and performance and personal files are updated monthly.

• Ensure all personnel are assessed on a quarterly basis.


• Ensure all personnel are allocated adequate training on new products, technology, systems and assessed appropriately following each training session.

Skills

• Bilingual - Arabic and English speaker is a must.

• Contact Centre Management experience.

• Pay-TV or subscription based operations background.

• Detailed knowledge of Contact Centre applications

- ACD, Avaya, Dialler and IBS.

• Strong leadership and management skills.

• Business process design experience.

• MS office - Excel, Word, PowerPoint and Visio.