Customer Care Program Management Manager.Planning & support

Customer Care Program Management Manager.Planning & support - (
220002VT )
Description

Job Purpose
• To drive the growth of the Customer Care Department, both by generating new
business opportunities and by motivating and challenging employees to initiate
out of Box initiatives to enhance the current operation and reduce cost. •
Responsible for maximizing the utilization, reduce the hits on call center in
addition to matching the competition through auditing, analyzing & finding
development opportunities for Etisalat CC digital channels
Report To Position Name
Business Development Unit  Be in charge of Customer Care Strategic plan,
manage & ensure that new initiatives are directing towards plan Implementation
 Strategic planning for future development by maintaining the pipeline of new
business coming into the customer Care  Provide leadership to Business
Development team members in identifying & plan for potential development
opportunities within Customer Care different functions through promoting
creative solutions and processes aim to enhance overall customer experience
and department efficiency  Concentrating on call reduction initiatives
analysing the top ‎10 calls Reasons on all queues as day to day business by
formulating the call reduction committee, to maintain the customer to staff
ratio with targets ‎10 to ‎20 % reduction in contact rates equivalent to a
projection of ‎8 million EGP yearly  Responsible for Customer care governance
, insuring no duplication for efforts that all initiatives are compatible with
all areas doesn't oppose the interest of any area and ensure alignment whereby
customer care different areas benefit from the initiatives raised from similar
areas  Managing customer Care routing strategies for all Diamond, High value,
Medium & Core Queues  Customer Care focal point and Customer Care
representative at segmentation committee, handling any customer Care
requirements regarding value based segmentation changes  Provide consulting
to evaluate information gathered from multiple sources, reconcile conflicts,
decompose high-level information into details, abstract up from low-level
information to a general understanding, and distinguish user requests from the
underlying true needs.  Insure Proactive communication and collaboration from
the team with external and internal customers to analyze information needs and
functional requirements and deliver the following artifacts as needed: (
Functional requirements - Business development document, use cases, GUI,
screen and interface designs)  Manage the implementation of continuous
improvement projects.  Channel Management Unit  Lead the Channel Management
function  Manage, design, test, audit & develop CC IVRs & chatbot contents, &
check any needed enhancements.  Test & Audit all, USSD, MY Etisalat
Applications : my etisalat , spoc app, music , cash , etc flows & align with
commercial owners the needed changes or developments to help reduce CC
workload  Responsible to provide yearly development plan & the needed new use
cases that provide self-help to Etisalat customers & off load CC workload to
be added on the mentioned channels.  Responsible to review & confirm any
change should apply in any of mentioned touch points, such as loading any new
records, update disclaimers with new offers, train the AI model to enhance
bots recognitions & making any major change in any of touch points flows . 
Testing all channel on daily basis by performing daily health checks 
Escalating any related failures to concerned technical teams and making sure
that problem has been resolved  Responsible for any new implementation in
terms of attending kick off meetings , design, planning meetings and raising
new required features to develop any new required channel management touch
points upon any new commercial launches  Following up with all stakeholders
upon new channel implementations until being launched  Enhancing CSAT across
our touch points to meet company KPIs  Ensure the efficiency to meet company
utilization and other KPIs across all channel management touch points Analyses
& share all channels reports as well as regular dashboards & raising any
issues or insights to enhance the customer experience and working to cover any
raised gaps.

Qualifications

QUALIFICATIONS_ESSENTIAL
• University Degree • Excellent Computer skills, Advanced VISIO required. •
Strategic planning • Excellent in Arabic & English (Reading, Writing & Oral).
QUALIFICATIONS_DESIRABLE
• Excellent analytical skills. • Excellent problem solving and trouble-
shooting skills • Excellent communication skills
EXPERIENCE_ESSENTIAL
* Minimum ‎3 to ‎5 years Experience in relevant managerial position
EXPERIENCE_DESIRABLE
* Process Management background preferably in a Telecommunication.

CERTIFICATIONS_ESSENTIAL
Special trainings / Credentials / Memberships/ Licenses Desirable: • Business
Analysis Enhancement • Project Management • Agile • Scum Master • ‎6-Sigma •
COPC

Job : Manager
Organization : Etisalat-Misr
Executive
Job Posting : ‎30/Nov/‎2022, ‎4:27:‎03 AM