International Account Team Leader

2 weeks ago

مصر, Egypt Vodafone Full time

**Key accountabilities and decision ownership**

1- **Team Coaching and Development**
- Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
- Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.
- Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
- Ensure all team members adhere to Vodafone policies and procedures.
- Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.

2
- **Team Support**
- Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.
- Ensure efficient and effective dissemination and communication of information to team members

3
- **Customer Support**
- Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.
- Be a point of escalation in the handling of customer queries and complaints to the point of resolution
- Maintain an up to date personal and team knowledge of Vodafone products and services.
- Be responsible for the real time activity and agent productivity within the Contact Centre.

4- **Leadership**
- Participate in the preparation and implementation of operational plans
- Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction

5- **KPIs/Measure**
- Strong reporting and analysis skills.
- Strong verbal communication skills.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.
- People manager

**Core competencies, knowledge and experience**:

- 2+ years in a call center team leader position.
- Strong reporting and analysis skills.
- Strong verbal communication skills.
- Share knowledge with colleagues and the immediate departments.
- Proactively manage personal work standards and development.
- People manager

**Key performance indicators**:

- Adherence to coaching team members monthly on call quality
- Team Adherence to Vodafone policies and procedures (team understanding)
- Team adherence to Privacy and Credit Guidelines
- Deliver performance reviews and development plans
- Adherence to the facilitation of monthly/fortnightly team meetings
- Effective management of team and departmental reward and recognition programs.
- Alignment to Vodafone’s Brand Essence and high performance culture

**#_VOIS

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