MBB Customer Care Supervisor

Role purpose:

Vodafone will be Oman's latest Network Operator. The presence of Vodafone in Oman will contribute to the development of all sectors, including the economic and educational sectors, and in line with Oman Vision 2040.

Our purpose is to 'Connect for a Better Future 'which underpins everything we do. Our solutions will positively impact society as we connect everyone in Oman for a better future. What we offer are market-leading customer experiences and innovative digital services.

We are looking for energetic self-starters to work in this 100% Omani owned, positive collaborative start-up environment, where key talents will create Oman's happiest workplace. We are looking for individuals with an entrepreneurial mindset who get excited by challenges and constant change and truly want to positively impact the lives of our customers and the people of Oman.

The Mobile Broadband Supervisor is responsible for overseeing the day-to-day operations of the mobile broadband support team for both consumers and enterprise customers within a call center environment in Vodafone Oman and managing different stakeholders within the company. This role includes managing a team of customer service representatives who handle inquiries, troubleshooting, and support related to mobile broadband services. The Supervisor ensures that customer issues are resolved promptly, service level agreements (SLAs) are met, and high levels of customer satisfaction are maintained.

Key accountabilities and decision ownership:

• Team & Performance Management: Ensure team performance meets KPIs, SLAs, NPS, and targets for MBB customer care across all channels (calls, chat, WhatsApp, social media, emails, etc.). Handle escalations, maintain SLA, and drive consistent service quality. Follow any other tasks given by management
• Customer Experience & Process Improvement: Collaborate with stakeholders to enhance customer experience. Proactively identify process improvements, update scripts and knowledge bases, and ensure IVR, digital channels and systems run smoothly.
• Training & Coaching: Train and support team members, especially during onboarding and induction. Monitor knowledge levels, identify training needs, and ensure alignment with company strategy and voice/digital care standards.
• Operations & Reporting: Lead daily operations, handle multi-channel floor management, and generate performance reports (daily, weekly, monthly). Ensure compliance with policies and flag issues affecting performance
• Cross-Functional Collaboration: Work with departments like technical support, quality, and network operations to ensure seamless service and resolve customer feedback trends.
• Leadership & Team Engagement: Maintain high team morale, run regular meetings (e.g., one-on-ones), and instil a sense of ownership and accountability within the team.
• Sales Enablement: Drive upselling and cross-selling initiatives through the team, supporting overall business goals

Core competencies, knowledge, and experience:

• Manage and lead the contact centre team effectively
• Focus on customer experience and performance improvement
• Train, supervise, and support daily activities of agents
• Identify and implement improvements in line with company standards
• Communicate clearly in both Arabic and English
• Organized, punctual, and presentable
• Motivate and coach team members to reach their goals
• Maintain accurate records of team performance and feedback
• Dependable and energetic with a strong interest in technology
• Willing to learn and grow in the role.

Key performance indicators:

• Care target achievement
• Customer Satisfaction and behavior
• Customer Retention
• Continuous Improvement
• Quality Management
• Performance Reporting
• Managing & using IT applications
• Communication skills
• Contact Centre Management and Operations
• Customer & Stakeholder Research and Analysis
• Service Provider Relationship Management

Must have technical / professional qualifications:

• University Degree
• 1-2 years business experience