Kuwait Job Openings

Ooredoo

Team Leader, Sales Analytics

Kuwait City

FULL TIME

November 24, 2024

The Company:

Ooredoo is an organization on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world.
We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.
In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.
At Ooredoo, our culture and DNA are at the heart of everything we do. We are a diverse and inclusive global family, united by a shared passion for innovation and excellence. We believe that our success is built upon our people’s strengths. Join us and become a vital part of our dynamic culture, contributing to our mission of enriching people's lives through cutting-edge communications.
Ooredoo's future is bright, and you can be part of our ongoing success

The Role:

Responsible for monitoring Sales Quality for both B2C and B2B functions for day-to-day operations, this will involve monitoring locations and creating audits for transactions in system or documents, the scope will be to cover all types of sales transactions via online or physical for Postpaid and prepaid business

Key Accountabilities and Activities:

Will be responsible for monitoring channels, locations, agents etc. for irregular patterns in sales transactions
Will be responsible (but not limited to) for checking CCTV recordings, Promotions, Customer information, Payment details trends and analysis etc.
Monitoring SAF compliance as a secondary checker to CCQC team within RAS and physical documents
Monitor the PACI and other validations done for customer orders and build pattern/detect anomalies in the process
Also identify and report the Taqyish identities using various modes to contact customers and agents working with them. Report accordingly to control the involvement in Ooredoo locations
Trend analysis for all types of orders (Sim only, GTL, renewals, Gross Ads, MNP, Pre to Post
etc.) channel wise and detect abnormal patterns and investigate
Understand the policy and changes in commission schemes and develop audits to detect any type of misuse
Monitor all exceptions done by Sales managers and bypassed rules in systems and check the authenticity of the transactions
Ensuring as a secondary eye that the placement of all cameras in sales locations is complete, working and placements are at proper angles, the storage is appropriate Handling Customers Complaints related to Ownership Disputes, checking customer or agent is at fault. Wherever legal case is in favour of customer, ensuring proper deductions be made to agents/franchisee
Get exceptions reports created and monitor for risks associated with order processing like same card used, KYC exceptions for number of devices etc.Verify the accuracy of information / data processed, identify issue and take corrective action to resolve problems.
Regular and timely escalation of process gaps/agents
Provide analysis and summaries of information as directed ensuring key issues brought to the management Supervise the work of direct reports to ensure they meet their objectives, are kept motivated and perform in accordance with their job description or taking up challenging tasks for the long-term benefit of the company.

Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
Monitor performance achievement to ensure improvement
Ensure that staff meet or exceed their task and target.
Identify and provides input for staff training and development programs.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Coordinate with other functional managers in finance to develop and benchmark KPI and best practices across the industry. Other duties as directed by supervisor or other superiors

Qualifications:

Bachelor's degree in finance or a related discipline from a recognized tertiary institution.

Other Information:

5-6 years of experience in a similar or related function.
Good general knowledge about telecom products and services.
Good communication, planning and organisational skills.
Ability to lead team and deliver under demanding timetable
Fluency in written and verbal English and Arabic.
Fluent verbal/written communication in both Arabic and English.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities
MS Office

Note: you will be required to attach the following:

1. Resume / cv

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