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Senior Manager Customer Support
Company: IRANCELL
Iran, Tehran
Ref: P198-56
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About the Company :
Irancell Telecommunication Services Company (MTN Irancell), 2nd mobile operator in Iran, is a private joint stock company. Our mission is to be the leading provider of telecommunication services in Iran. The company provides the following services:
·Provision of wholesale and retail telecommunication services;
·Sales of network traffic capacity to local or international carriers or entities;
·Rental of network infrastructure facilities to local or international carriers or entities;
·Provision of the Internet and data and digital platform related products and services;
·Provision of all other sources of value added services that is currently available and to be developed in the future;
·Dealing with e-commerce, mobile-commerce activities of the above telecommunication networks;
·Provision of customer services, including but not limited to customer relationship management and Call Centre service
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About the Job :
Task Complexity:
• Research, develop and implement optimal service delivery strategy
• Identify and rectify gaps in service delivery across the organization
• Research, develop and maintain service delivery systems
• Manage telecommunication and data resources required to support service operations department
• Facilitate and manage in consultation with HR an employee management system for service operations division
• Facilitate and manage projects and optimisation initiatives with respect to service delivery
• Define and follow the department’s Key Performance Indicators
• Suggest and Participate in the implementation of the new Call Centre solutions and technologies in order to meet customer expectations and maintain a high quality level in the Call Centre environment
• Participating in setting and respecting the Department’s budget
• Set and manage the objectives as well as communicate the strategy and direction of MTN Irancell
• Management of Call Centre Operations
• Organisational structure and staffing plan
• Inter and intra-dept team building collaboration
• Establish, maintain and manage service level and call centre KPI’s
• Assess, identify and align technologies and processes to ensure optimal service delivery
• Identify, assess, develop and maintain call centre ergonomic needs
• Define and follow the department’s Key Performance Indicators
• Manage Call Centre Business Operations
Creativities (improvement/innovation inherent)
• Innovative means to understand and interpret customer innovation
• Future focus in terms of new products markets and services to improve market share and returns.
• Adapt management of executive teams and encouraging buy in to the shift in focus and culture.
• Input into innovative products to serve the identified gaps and opportunities
• Continuous improvement of CRM operational processes
• Continuously scan the external and internal environment I.R.O optimal service delivery initiatives and standards that can benefit the business
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Profile of Ideal Candidate :
Education:
• First degree in any relevant degree, but preferably in Business Management
• An MBA will be desirable
Experience:
• Minimum 10 years experience in a senior line management position in a service and operational environment
• 5 yrs call centre operational experience, including management of a call centre. Report writing, customer relations, including good communication skills, team management and problem solving. Financial and cost management exposure. Good understanding of the setting up of operational procedures and technology systems. Handle escalations and crisis management.
Knowledge
• Financial Acumen
• Strong Marketing sense
• Knowledge of Marketplace
• Global trends and technology developments
• Service delivery
• Customer management
People Management
• Training and coaching plan
• Performance management system
• Manage human resources
• Develop career path model
• Recruitment and diversity management
• Legal compliance monitoring
• Develop and implement ESI
• Team leadership
Operations Management
• Health and safety
• Site selection
• Furniture and fittings
• Disaster recovery planning
• Suggest and participate in the implementation of new Call Centre Solutions and technologies in order to meet customer expectations and maintain a high quality level in the Call centre Environment
Customer Relationship Management Internal & External Customers
• Develop collaborative network to determine business strategies, objectives and needs
• Apply key leadership practices and principles
• Define values and model ethical behavior
• Act as conduit for info-flow between customers, employees and enterprise
• Apply key business mgt practices and principles
Call centre strategic planning and alignment
• Personal effectiveness characteristics
• Evaluated through 360º psychometric assessment
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