Sr. Manager, Digital Assisted Channels

Ref : CEGY365 | 23 sept. 2019

Date limite de candidature : 23 oct. 2019

Orange Telecom Egypt Smart Village – Egypte

Leaflet

Votre rôle

PLANNING , ORGANIZING AND BUDGETING

Participate in setting long and short-term digital customer care plans in alignment with overall digital strategy and customer care plan.

Contribute in translating the objective into actionable plans, providing supporting justifications.

Remain updated with digital channels best practices, ensuring useful practices that serve plans get implemented.

Recommend, review and approve the overall KPI’s for the department and set measurement and control factors for the operational plan to achieve the maximum customer satisfaction.

Translate functional KPI’s into SMART objectives for the team and set monitoring mechanism to measure actual performance vs. KPI’s and set the related SLA’s.

Deliver requirements for the needed solutions and systems that should enhance the customer satisfaction.

Ensure proper capacity planning by forecasting digital traffic evolution and optimization plans.

Provide tools, resources and information to help direct reports to plan effectively.

Provide to Chief Officer of an effective organizational structure to ensure operational efficiency & business continuity.

Work on business recovery plans to ensure business continuity.

FUNCTIONAL MANAGEMENT

Ensure accuracy and liability of content, web and internal knowledge base to secure proper education of customers on different products and services.

Contribute to the development, definition and implementation of customer care digital channels  quality standards

Immediately react for any trends on social media, involving internal stakeholders and ensuring appropriate reaction takes place putting customer convenience as the priority

Understands & analyze the root cause of problems facing internal & external customers and initiate actions to resolve problems & obstacles in the shortest time possible.

Communicate, report and escalate to management  & concerned parties all operational issues & propose recommendations and solutions to improve operational efficiency.

Capture and communicate voice of the customer within the digital platforms to concerned parties, recommending possible enhancements.

Ensure effective escalation process for digital channels is in place ensuring customers’ requests / concerns are properly and promptly answered.

Revise and prioritize develop activity based on clear segmentation.

Work on automating manual work processes to optimize resources and ensure highest accuracy.

Empower digital assisted channels’ agents with processes that cater for First inquiry resolution.

Design and implement periodic reporting systems to superiors.

Work in close collaboration with other managers’ departments’ for follow up and updates on operations.

Responsible for meeting the department’s service level agreements.

Create and improve all reports statistics.

Perform sample monitoring to check quality standards among team members.

Align cross-functional activities with commercial and digital comms teams to increase customers’ engagement over the social media platforms.

Continuously revisit customer interfacing processes & procedures in co-ordination with management in order to improve customer experience and perform any modifications or updates if needed.

Adapt processes and contents to digital channels meeting expectations of customers that elect to get supported through these channels.

Optimize the team capacity to absorb the evolving digital activities within the quality and productivity standards.

Enhance tools and communication channels to share new ideas generated from sub-ordinates with the right concerned parties.

Recommend & request CRM strategic modifications periodically, ensuring unified CRM experience across all social media and live chats platforms.

Provide support channels for digital assisted agents through team leaders providing guidance , handling outstanding conflicts and escalating operational issues.

Liaise with Digital communication handling of Facebook, Twitter and Instagram as an evolving channel for handling inquires, modifications and complaints.

Review new commercial launches to highlight impact on customers proposing solutions.

Handling escalated inquiries upon customers’ requests.

Work with commercial, customer experience and digital comms teams to provide an unmatched digital experience to increase promoters within digital channels.

Continuously measure NPS of channels under accountability, ensure it gets analyzed and used as based for continuous improvement plans

PEOPLE MANAGEMENT

Interview and select direct reports and validate hiring decisions for the division.

Provide learning opportunities and request needed training for direct reports ensuring continuous individual development.

Ensure a healthy working environment for the department employees through focusing on team building and motivation initiatives.

Conduct regular performance and competency evaluations for direct reports to ensure delivery of constant constructive feedback to high achievers while taking appropriate discipline actions with low performers.

Motivate and inspire others to achieve specific goals.

Hold regular meetings with the team members to strengthen communication and ensures sharing the same objectives.

Manage and develop direct reports and identify future potential leaders.

Votre profil

Bachelor’s degree from a recognized university.

Post-graduate studies is an asset.

COPC RC certification is an asset.

Minimum 8 years of experience; 4 of which in a relevant management role.

Proven record of Customer service and/or Call Center experience.

Previous experience in Digital Channels is required

Previous experience in the Telecommunication industry is an asset.

Compétences

Very good English both spoken and written.

Very good computer skills.

Ability to coach and motivate a group of employees and people managers.

Good business sense for customer satisfaction with strong communications skills.

Strong technical understanding and experience in high tech industries, preferably in telecommunication.

Analytical thinking with ability to source root cause of issues and the ability to take tactical decision.

Entité

Customer Care

Contrat

CDI