Job Objective:
To drive and implement the global strategic direction and operational leadership for the “physical contact” touch points (rural and urban) in their specific country of operation.
Duties and Responsibilities:
• Define and implement performance targets for the different contact points.
• Monitor, Track and report daily productivity on all parameters which impact the payouts like customer complaints Management, KYC etc.
• Identify all stakeholders impacting strategic delivery of Contact Experience Service goals and establish stakeholders’ periodic meeting.
• Institute process meetings for Governance with the end goals of Service Level agreements with all documentation (Standard Operating procedure) including penalties for non.
• Create a tracking and monitoring processes for Service Experience and Customer satisfaction. Clearly provide process manuals across all touch points to ensure consistency of service in all touch points models (Expo, Express+, Express and Extra).
• Analyze the skills level of the Customer Service Agents, and provide a platform for continuous skill development, application knowledge is key.
• Review, analyze and monitor actual expenses from budget and seek clarification in case of deviations.
• Enforce and Track process adherence of all Customer Service Agents in all showrooms.
• Recruit the right talent in consultation with function head, as per defined recruitment guidelines.
• Develop and motivate team members through structured training and on the job coaching.
• Create dashboard of all partner parameters to indicate performance levels.
• Conduct Monthly and Quarterly Business Reviews to ensure business efficiency and delivery on outsourcing targets.
• Ensure compliance to applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements.
Qualifications:
• Any university degree essential and MBA – preferable.
• Professional qualifications in Customer Service and Quality is desirable.
• MS Office.
• 6-8 years with a minimum of 3 years in management role preferably within the Telecoms industry BPO / Retail / FMCG / Financial Services.
• Showroom Operation and Technology Expertise.
• Customer Relationship Management Skills.
• Strong communication skills.
• Strong Interpersonal Skills & People Centric.
• Strong stakeholder Management skills.
• Project Management Skills & Time Management.
• New Technological Developments.
• Partner Management.
• Negotiation Skills.
• Business Planning and Forecasting.
• Analytical skills.
How to Apply:
Please follow the instructions as stated below as failure to do so could lead to disqualification.
Send an Application letter and CV/Resume.
Merge these two documents into one document in either word or pdf format.
Do not attach or send any scanned documents, these are sometimes too large for our inbox.
Include the job title and/or reference number in the subject line of the email address and send your application by email to telecomrwandajobs@nftconsult.com
Only successfully candidates will be contacted. For all other inquiries please contact our offices directly.
Application Deadline: 03 Feb, 2012