ROLE ACCOUNTABILITIES:
- Monitor weekly and monthly achievements of Branches against their targets for product and revenue and take corrective actions in a timely manner as necessary.
- Management of Cost v/s Budget (profitability) by ensuring Branch Heads compliance with guidelines of Q-Tel regulations
- Review & endorse annual Business Plans for each of the Branches to ensure they will achieve sales/revenue targets as well as delivering excellent customer experience.
- Review & Approve targets assigned to staff within branches by Branch Heads
- Communicate Sales Targets to the Branch Heads and gain commitment to achieving them. Providing assistance as necessary to ensure success.
- Develop Area Strategies for launching of new products in liaison with Product Managers and Branch Heads. Tracking and monitoring progress against desired targets to provide advice/direction to Branch heads to ensure sales targets are achieved.
- Review, analyze and monitor minutes of Weekly Meetings from all branches in order to take corrective actions as necessary.
- Monitor the level of customer complaints within the Branches to identify and resolve the problem in a timely manner to Q-Tel standards
- Ensure all Customer Service Facilities & Channels are provided at all times to customers, providing feedback to other departments within Q-Tel as necessary - for example liaison with Product and Service teams etc
- Work closely with the Branch Heads to maximise customer satisfaction/retention, minimizing customer churn, ensuring all customer comments forms etc are available at all times to gather feedback. Monitoring Quality Service Reports to gain relevant information and decide accordingly
- Ensure that Branch Heads identify and recognise Good Performers within the Branches in order to reward and re-enforce this behaviour
- Ensure that Branch Heads identify and put in place Training/, Coaching, Development Plans & Career plans employees within the Branches.
- Coach/Monitor/Appraise/Motivate Branch Heads in order to ensure high performance standards throughout the branch network
- Take part in all recruitment interviews and exit interviews
- Regularly review and report on processes and procedures within branches in order to improve general levels of service and operational efficiency
Experience:
- 6-8 years experience in Customer Services preferably in telecom but MUST be in Retail at least 3 of which should be in a Branch Management capacity
Qualifications:
- Bachelor Degree in business Administration is ideal although practical experience of working within a world-class retail environment in a highly customer focused industry is more important
KEY PERFORMANCE INDICATORS:
- Improvement in Customer Service Provisioning time
- Customer Satisfaction as measured in external survey and/or by questionnaire currently being developed
- Budget Management/Variance
- Achievement of Revenue Target
- Quality Audit compliance
- Customer Complaints
- Customer churn
SKILLS:
- Bilingual Arabic/English
- Experience of working with Knowledge management Systems
- Technical knowledge of back office support software and processes within a retail environment
- Excellent knowledge in telecom products and services
- Knowledge about Business Processes
