Millicom International Cellular (MIC) S.A., operators of Tigo, is a leading international developer and operator of cellular telephone services worldwide primarily in emerging markets operating across Latin America and Africa.
\nThe company provides affordable, widely accessible and readily available cellular telephony services to more than 30 million customers in 13 emerging markets in these continents.
\nThe success of Tigo is based on the triple ‘A’ business model which stands for Affordability, Accessibility and Availability. This guarantees that our subscribers experience the best services at the most affordable rates throughout our 10 regions of Ghana and beyond.<\/p>\n
Job Description<\/strong><\/p>\n Job Title:\u00a0Customer Operations Director<\/strong><\/p>\n Role Purpose<\/strong><\/p>\n The selected candidate for this role will be required to design and develop the customer service strategy, process and performance improvement strategy and satisfaction assurance action plan. (S)He will be required to continually contribute to meet customer satisfaction, operational efficiencies and loyalty goals set by the company with the best in class ratios at the lowest possible cost.<\/p>\n Key Responsibilities<\/strong><\/p>\n \u2022\u00a0\u00a0 Devise and implement policies and procedures to drive continual gains in productivity and customer satisfaction; Qualification Required & Experience<\/strong><\/p>\n \u2022\u00a0\u00a0 Bachelor\u2019s degree from a reputable university. A Master\u2019s degree in business studies will be an added advantage; Location:<\/strong> Accra<\/p>\n How To Apply For The Job<\/strong><\/p>\n Interested and qualified candidates should<\/p>\n Click Here To Apply Online<\/strong><\/p>\n Closing Date:<\/strong> 26 September, 2016<\/p>\n When you join Tigo, you join a team where your skills, ideas and technical know-how can do more than contribute to the bottom-line. You’ll be exposed to enormous experience, great network and a workforce full of talents with youthful exuberance.<\/p>\n At Tigo we are all salesmen and we are responsible for our own development. We consider each vacancy as a development opportunity for Tigo Employees and we develop both the business and people together.<\/p>\n","protected":false},"excerpt":{"rendered":" Millicom International Cellular (MIC) S.A., operators of Tigo, is a leading international developer and operator of cellular telephone services worldwide primarily in emerging markets operating across Latin America and Africa……<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[150],"tags":[1365],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-4dI","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/16226"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=16226"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/16226\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=16226"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=16226"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=16226"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
\n\u2022\u00a0\u00a0 Develop and execute business improvement plans in collaboration with operations managers and regional team, oriented to reduce operational costs through synergies, automation and efficiency in the processes;
\n\u2022\u00a0\u00a0 Implement cross and up selling plans in all customer care channels to increase ARPU and loyalty;
\n\u2022\u00a0\u00a0 Develop common direction for the Customer Operations team, set priorities and develop team agenda so as to achieve best in class operational efficiency ratios;
\n\u2022\u00a0\u00a0 Coordinate with the operations, the implementation of new technologies and process improvements that are defined at the global or regional level;
\n\u2022\u00a0\u00a0 Achieve leading position in the market in customer satisfaction index;
\n\u2022\u00a0\u00a0 Facilitate key operational functions, metrics, communications and regional reporting on various levels of the company;
\n\u2022\u00a0\u00a0 Fully in charge of forecasting, network communications and training;
\n\u2022\u00a0\u00a0 Identify operations opportunities, assess market implementation of business strategy and identify opportunities for improvement through market visits;
\n\u2022\u00a0\u00a0 Act as a subject matter expert on operations policy and procedures that drive company metrics, customer satisfaction, loyalty and retention;
\n\u2022\u00a0\u00a0 Build Satisfaction Strategy to align Tigo to reach best NET promoter Score;
\n\u2022\u00a0\u00a0 Provide guiding principles for future Brand image sustainability;
\n\u2022\u00a0\u00a0 Develop strategies and tools to optimize customer contact channels cost;
\n\u2022\u00a0\u00a0 Guarantee cross functional cooperation and communication with other Global\/Regional teams in order to achieve time to market effectiveness and organizational efficiency;
\n\u2022\u00a0\u00a0 Accountable for Operational Excellence, Loyalty and Revenue Increase KPIs;
\n\u2022\u00a0\u00a0 Ensure all processes are aligned to corporate policies;
\n\u2022\u00a0\u00a0 Define and execute centralization projects to achieve main targets.<\/p>\n
\n\u2022\u00a0\u00a0 Minimum of ten (10) years of managerial experience in a Telecommunication\/Service or a retail multinational company;
\n\u2022\u00a0\u00a0 Strong interpersonal and communication skills and ability to work effectively with a wide range of cultures;
\n\u2022\u00a0\u00a0 Experience in managing teams in different regions\/countries;
\n\u2022\u00a0\u00a0 Proven record of innovation with the ability to create medium\/long term view scenarios and strategies;
\n\u2022\u00a0\u00a0 Strong organizational, problem-solving and analytical skills
\n\u2022\u00a0\u00a0 Numeric culture and process efficiency skills<\/p>\n