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Senior Operations Development Manager for Emerging Services
1 week ago
Achieving Operational Excellence in Emerging Services
At VIVA Bahrain, we are committed to delivering exceptional customer experiences through our emerging services. We are seeking a highly skilled Senior Operations Development Manager to join our team and drive operational excellence in this critical area.
About the Role
This is an exciting opportunity for a seasoned professional to lead the development of our emerging services operations. As a key member of our team, you will be responsible for analyzing sales calls, mystery shopping, and gathering findings to identify areas for improvement. You will then implement initiatives such as incentives and campaigns to drive business growth and enhance customer satisfaction.
Main Responsibilities
* Prepare and present management reports highlighting key sales, claims, complaints, and support metrics, trends, and performance indicators.
* Conduct gap analysis by listening to sales calls, mystery shopping, gathering findings, and implementing initiatives to drive improvement.
* Collaborate with call center, internal teams, and external teams to resolve customer queries, complaints, and disputes within SLAs.
* Design and conduct training for internal and external sales and support teams and monitor the impact of such training.
Required Skills and Qualifications
Bachelor's degree in Marketing or any other relevant field.
Minimum 3 years of overall experience in telecom sales and support or customer experience is required.
Benefits
We offer a competitive compensation package, including a full-time contract, and opportunities for career growth and development.
Application Process
If you meet the criteria and are enthusiastic about the role, we welcome your application. Please submit the following document(s): #J-18808-Ljbffr
