{"id":87141,"date":"2023-05-29T14:30:09","date_gmt":"2023-05-29T14:30:09","guid":{"rendered":"https:\/\/joblistghana.com\/?p=87141"},"modified":"2023-05-29T14:30:09","modified_gmt":"2023-05-29T14:30:09","slug":"airteltigo-jobs-2023-15","status":"publish","type":"post","link":"https:\/\/joblistghana.com\/airteltigo-jobs-2023-15.html","title":{"rendered":"AirtelTigo Jobs 2023"},"content":{"rendered":"

Job Description<\/strong><\/p>\n

Job Title: Customer Experience Manager<\/strong><\/p>\n

Job Summary<\/strong><\/p>\n

\u2022 The successful candidate will work in the network department as a manager for Customer Experience.
\n\u2022 (S)He will be accountable to the Head of Quality and will spearhead the transformation to Customer Experience within Technology and drive Customer Centric Organization.
\n\u2022 The Customer Experience Manager will also ensure the voice of the customer is heard and included in decision making through development of the VoC program company wide, to develop and publish Customer Experience Indicators with relevant Business recommendations and manage customer complaints.<\/p>\n

Key Responsibilities<\/strong><\/p>\n

Drive a Customer Centric Organization<\/p>\n

\u2022 Planning and implementing the transformation programs to move Technology towards Customer Centricity
\n\u2022 Process documentation of Best Practices related to Customer Complaint Handling<\/p>\n

Customer Experience Indicators & Measurements<\/strong><\/p>\n

\u2022 Verify and publish Customer Experience Indicators with relevant Business recommendations.
\n\u2022 Develop and Implement E2E Customer Experience Measurements
\n\u2022 Develop & maintain the Customer Experience roadmap per insights from all Customer Touchpoints.
\n\u2022 Supervision and definition of perception measurements, track periodic Customer Surveys and QoE\/QoS translation into Technology.
\n\u2022 Own Customer Experience Management Tools<\/p>\n

Management of Customer Experience<\/strong><\/p>\n

\u2022 Ensure the Voice of the Customer is heard and included in decision making through the development of the VoC Program
\n\u2022 Provide Customer visibility across all Touchpoints (Voice\/Data\/MFS\/B2B) through analysis of complaints received and the RCAs.
\n\u2022 Initiate the required projects to solve dominant problems per complaints received to ensure continuous improvement of customer experience of the network.
\n\u2022 Enforce SLAs related to Customer Complaints Handling & Resolution
\n\u2022 Correlate CEIs and customer complaints to network KPIs and vice versa to detect and fix customer experience issues.
\n\u2022 Prepare Management Information & Reports both regular and adhoc.
\n\u2022 Track with roaming service integration, support roaming complaints resolution alongside the Core and CBS Teams<\/p>\n

KEY PERFORMANCE INDICATORS<\/strong><\/p>\n

\u2022 Customer Experience Indicators
\n\u2022 Customer Perception Indicators
\n\u2022 Managed Services CEM SLAs<\/p>\n

Qualification Required & Experience<\/strong><\/p>\n

\u2022 Bachelor\u2019s Degree (or equivalent) in Telecommunication Engineering or in Computer Science or related fields (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer)
\n\u2022 5+ years\u2019 experience in Network Performance and Telecommunications networks, minimum 2G\/3G\/LTE
\n\u2022 Minimum of 2 years\u2019 experience in International\/National Roaming
\n\u2022 Experience in Business Processes for Telcos (eTOM Model preferably)
\n\u2022 Management or Project Management Degree is an Added value.<\/p>\n

CORE COMPETENCIES<\/strong><\/p>\n

\u2022 Developed communication and negotiation skills.
\n\u2022 Management and leadership
\n\u2022 Set and manage priorities.
\n\u2022 Ability to achieve results through others.
\n\u2022 Ability to present ideas in business-friendly and user-friendly language.
\n\u2022 Successfully presents technical information.
\n\u2022 Ability to make effective and persuasive presentations to senior management.
\n\u2022 Superior analytical and problem-solving abilities.
\n\u2022 Ability to work under pressure and time constraints.
\n\u2022 Ability to work effectively with a wide range of cultures in a diverse community.
\n\u2022 Maintaining up-to-date knowledge of technological advances
\n\u2022 Exceptional service and results orientation
\n\u2022 Excellent self-organization and self-direction in performance of tasks, including time management skills.<\/p>\n

Location:<\/strong>\u00a0Accra<\/p>\n

How To Apply For The Job<\/strong><\/p>\n

Interested and qualified applicants should send their Applications & Curriculum Vitae to:<\/p>\n

Recruitment@airteltigo.com.gh<\/strong><\/p>\n

Kindly indicate the role you are applying for in the email subject.<\/p>\n

Ready to be part of our dynamic and innovative team? At AirtelTigo, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.<\/p>\n","protected":false},"excerpt":{"rendered":"

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