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
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