Role Purpose

Zain Iraq is actively recruiting to hire a Planning & Operation Customer Service Support Supervisor who is responsible for undertaking more advanced support activities to ensure consistent and efficient support is provided to Zain IQ Commercial Touchpoints Division. Activities include reviewing and analysing performance reports, overseeing the implementation of workforce management policies and procedures, ensuring accurate data collection, analysis, and presentation to support decision-making across all functions.

Responsibilities

• Lead and supervise the planning & operation suppoet team to ensure smooth daily operations and the effective execution of the tasks.
• Understand and participate in the development of Customer Service Support Strategy and plans, and contribute to the achievement of objectives and targets.
• Participate in the development and continuous improvement of workforce management policies and procedures, ensuring efficiency and standardization.
• Coordinate with other entities to identify business needs/changes and ensure proper allocation of resources.
• Responsible for understanding, contributing to, and supporting the performance evaluation of Commercial Touchpoints staff.
• Coordinate and support project management activities related to new systems, tools, or process enhancements, including collaboration with technical teams and vendors to ensure timely and successful implementation.
• Ensure timely collection, validation, and consolidation of operational data (KPI reports, sales activity, WFM, commissions, attendance, productivity, etc.).
• Provide first-level analysis of trends, variances, and data gaps, escalating findings when needed.
• Support the design and automation of reports, dashboards, and performance scorecards.
• Coach and mentor Planning & Operation Support Officers to improve accuracy, efficiency, and analytical capability.

Education, Experience and Competencies

Education

• Bachelor’s degree in a business administration, computer science -related field or equivalent

Experience

• A minimum of 5 years of relevant experience with at least 2 years in a similar role, strong knowledge of data analysis using advanced tools is preferred.

Competencies

Behavioral

• Developing Talents
• Serving our customers
• Achievement Driven
• Teamwork
• Information Seeking
• Team Management
• Problem Solving and Creativity
• Relationship Building
• Initiative

Technical

• Human Resources Management
• Financial Management
• Performance Management
• Oral and Written Communication
• Communication
• Managing Information
• Technology Application
• Call Centre Quality Assurance

IDE Competency

• Courage to Engage
•  Addressing Bias
•  Allyship