EB Customer Operations Senior Manager

Job Description

• To define effective PPPs, revise current processes to improve the level of Service, and monitor OLA, WLA, and SLAs with internal and external stakeholders based on business needs to address any variance.
• To ensure complete alignment and cooperation with the company in launching new products and services through collaboration in the enhancement of CRM applications and defining required processes and resources.
• To effectively manage high-pressure situations and crises, to ensure minimal impact on EB client operations.
• To manage identifying impacting issues on EB CSAT/NPS and address them by negotiating with relevant teams/divisions/committees in association with CR Customer Intelligence, Customer operation, Customer Support departments, and EB & NWG divisions.
• To liaise with external/internal suppliers responsible for the department applications, tools, and infrastructures to ensure systems’ 24/7 accessibility and stability for both subscribers and company admins.
• To liaise with the EB, marketing, L&R, and corporate affairs divisions to align department teams' PPPs, standards, and activities with them.
• To actively collaborate with customer support and customer satisfaction departments to develop and maintain specified processes for EB Quality Control and ensure enterprise billing is operated properly.
• To proactively monitor provisioning systems and customer transactions/connections and ensure any interruption in service or connectivity that may impact EB subscribers is addressed proactively and prevent impact on MTNIrancell SLA and KPIs.
• To establish a strong relationship and communication with all divisions to resolve EB customer issues, balance conflicting needs of internal (staff) and company objectives, respond within SLA, and improve EB NPS Rate.
• To manage constant review, update, and implementation of EBS policies, processes, and procedures to ensure their alignment with CR and EB divisions’ strategy.
• To design and propose the department business roadmap to Customer operation management and CCRO in line with company/business strategies in the enterprise area and monitor its implementation in EBS departments.
• To manage the high-level of expectations of VIP clients who look for exceptional service and rapid resolution of issues; by establishing and maintaining strong relationships with VIP clients, understanding their specific needs, identifying their challenges, and handling and resolving a wide range of complex technical and operational issues for them.
• To suggest customer-centric solutions align with technology edge and manage the implementation of new approved initiatives to decrease the percentage of subscriber churn, decrease OPEX, increase EB customer loyalty and satisfaction, and improve EB NPS and other related company targets.
• To research best practices, latest support methods, and world-class approaches and contribute to developing optimal service delivery initiatives and standards that can benefit the business.
• To manage gaps-identification in service delivery to EB Subscribers across the organization and ensure proper communication and escalation to responsible teams to resolve all issues within OLA.
• To initiate new changes and solutions and cooperate in the development of new department processes, new communication channels with subscribers, and applications to cover customer service gaps and ensure continuous enhancement and contact rate reduction.
• To ensure the department’s systems, applications, and processes are aligned with overall CR services design and MTNIrancell business plans and ensure communications channels are enhanced and upgraded based on new technologies to support increased requests properly.
• To monitor department activity results, lead department resources, cooperate in planning, and facilitate different departments’ activities to ensure the department maintains a high quality and service level, CSI SLAs.
• To ensure department active collaboration in the conversion of the CR division from contact center to resolution center through interactive cooperation with EB & NWG Division.
• To participate in setting and monitoring department budget; while managing department CAPEX and OPEX effectively.
• To manage the preparation reports and KPI statuses with the BI team corporation.
• To define and monitor the department’s KPIs, SLAs, and objectives and ensure the conduction of all activities for their achievement.
• To have close monitoring of QoS for EB subscribers from SLA POV and ensure immediate follow-up on any abnormality or reduction in QoS proactively and within OLA upon escalation.
• To manage and oversee department teams ensuring achievement of the targets.
• To lead the enhancement of all channels including EB Self-care, EMP, Online Chat, and Smart IVR (Interactive voice response) to decrease the contact rate and improve the first call resolution rate.
• To manage continuous improvement in CRM operational processes, level of service (both quality and quantity), and EB debt collection especially within due date and OPEX saving.
• To manage RCA (Root Cause analysis) and lead initiatives to improve contact rate, FCR (First Call Resolution), EB NPS, and CSAT score.