Customer Operations Manager , République Démocratique du Congo

As Customer Operations Manager responsible for:

- Efficiently leading all Consumers to Tigo service centers interactions thus

- Driving Tigo consumer satisfaction and loyalty to target levels

- Driving profitable revenue (active selling vs. service only)

- Ensuring customer loyalty and leading Tigo customer loyalty programs

- Sharing customer feedback and insights to relevant partners

- Optimizing customer contacts and up selling/cross selling

- Developing policies & processes to ensure to be best in class

- Validating needs identified at Product Brief profile, defining strategy and/or plans as input for final Blueprint of the offer

- Executing the acquisition of all "Customer Operations" needs for the development of the Offer and validating and executing Training Plan, related to "Customer Operations" activities

- Reviewing external communication feasibility, in order to validate consistency of Consumer Service aspects. Developing consumer trainings, installation at customer premises and activation of the product/service

Executing the Consumer loyalty evaluation and preparing frontline feedback report- Evaluate process functionality, compile inputs from all areas involved, analyze performance versus blueprint expectations and share findings/recommendations for product/ service/ process.

Core tasks & responsibilities

Leader

- Is responsible for an effective flow of information and keeping managers and employees well informed

- Meets with the managers in Consumer Department

- Performs all managerial HR tasks in accordance with Tigo People policies

- Is responsible for the department to work effectively as a team

- Ensures successor planning and management development

- Is responsible for development of managers/team leaders and employees

- Motivates managers/team leaders and employees

- Is responsible for own development

- Is responsible for intensive training program, induction, update and career plan

- Monitors, identifies gaps and implements proper training

Manager

- Reports on business performance

- Translates organizational goals into departmental action plan in cooperation with the managers or team leaders

- Ensures that departmental action plan is implemented

- Is responsible for long term staff planning and optimal staff planning

- Determines which resources (financial, staffing and organization) and time schedules are required to achieve objectives

- Prepares budget and forecast

Ambassador

- Contributes to Tigo’s network(s) in own area of expertise

- Communicates internally and assures the entire organization understands the brand value proposition

- Brand spokesperson

Entrepreneur/Customer Operations Management

- Responsible of providing business information for input of consumer/industry/business analysis

- Responsible for becoming a consumer understanding expert together with the Consumer department managers

- Defines, develops, communicates and audits customer care policies and their application

- Is responsible for procedures and application manuals design, reviews and updates

- Identifies KPI application gaps for walk-in, call center and web and acts accordingly

- Defines Customer Service levels

- Defines, monitors and updates KPI's according to service level

- Implements actions to close gaps

- Implements one stop shopping

- Develops new customer care channels/tools aligned with consumer insight

- Coordinates cross selling and up selling implementations on a profitable manner

- Manages retention policy

- Implements control to ensure profitability

- Manages call center profitability

- Develops and implements efficient trouble ticket tools and processes

- Consolidates, analyzes and articulate key improvements opportunities based on customer feedback and insights

- Actively participates in the product pipeline

Desired Skills & Experience

Strategy responsibility, Problem solving, Decision Marketing, Communication and Innovation

5 years of experience in senior Managerial in Customer Service or Marketing

Additional Information

Posted:
April 11, 2012
Type:
Full-time
Experience:
Director
Functions:
Customer Service
Industries:
Telecommunications
Job ID:
2845991
Customer Operations Manager , République Démocratique du Congo Customer Operations Manager , République Démocratique du Congo Reviewed by Unknown on 9:32:00 AM Rating: 5

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