EB Customer Operation Manager

Roles & Responsibilities
·       To define effective PPPs, revise current processes to improve the level of the 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 enhancing 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 team’s 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 the team’s PPPs, standards, and activities with them.

·       To actively collaborate with customer support and satisfaction departments to develop and maintain specified processes for EB Quality Control and ensure enterprise billing is operated correctly.

·       To proactively monitor provisioning systems and customer transactions/connections, 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 alignment with CR and EB divisions’ strategy.

·       To manage the high 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 developing new processes, communication channels with subscribers, and applications to cover customer service gaps and ensure continuous enhancement and contact rate reduction.

·       To ensure the team’s systems, applications, and processes are aligned with the overall CR services design and MTNIrancell business plans and that communications channels are enhanced and upgraded based on new technologies to properly support increased requests.

·       To monitor team activity results, lead department resources, cooperate in planning, and facilitate different activities to ensure the team maintains a high quality and service level, CSI SLAs.

·       To ensure the team’s active collaboration in converting the CR division from a contact center to a resolution center through interactive cooperation with the EB & NWG divisions. 

·       To manage the preparation reports and KPI statuses with the BI team corporation.

·       To monitor the team’s KPIs, SLAs, and objectives and ensure the conduction of all activities for their achievement.

·       To closely monitor 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 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 follow up on all issues escalated from subordinates with other departments/divisions till their resolution.

·       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) of frequently raised issues and lead initiatives to improve contact rate, FCR (First Call Resolution), EB NPS, and CSAT score.

·       To have a technical view on the issues raised to NW and try to communicate effectively to root cause the problem and close the trouble ticket asap