Retail Supervisor Back Office – EDI0000GW
Retail Supervisor Back Office – EDI0000GW

16 janeiro, 2020

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Role Purpose: To supervise all the activities and tasks of the Retail back-office team, interact with the different stakeholders to guarantee that Customer queries are resolved/closed within the agreed time. Create/revise SLAs with the different support areas ensure that we provide our Customers with the best experience. Manage the team through continuous process simplification/automation and efficient resources management. Manage Retail Projects.

Key accountabilities and decision ownership:

  • Guarantee that the Retail Back Office team achieves the expected results within the agreed SLAs;
  • Creation/revision of processes & procedure;
  • Ensure alignment on processes across retail stores;
  • Management of the team’s performance;
  • Analysis of queries impact and its statistics for suggestions of process improvement/simplification; 
  • Drive Retail Projects.

Key performance indicators:

  • 85% of received query, solved on same Day/ Month;
  • 80% of 3rd line support resolved on Same Month;
  • 100% Customer queries closed within 6 working days;
  • Project Implementation according to agreed timelines

Core competencies, knowledge and experience:

  • Ability to use own initiative;
  • Systems & Data analysis, objective-thinking, judgment and leadership skills;
  • Customer obsessed & Persistent;
  • Critical and objective thinking;
  • Attention to detail.

Must have technical / professional qualifications: 

  • At least 3 years working experience within the Customer Service environment;
  • Good knowledge of process and procedures and how to elaborate;
  • Strong Orientation to Technologies, Systems, Applications & CRM criticism;
  • Experience in leading a team;
  • Experience in driving project implementation.

Location: Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type: Full-time.

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Employment Type : Permanent

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