مدیر کل برنامه ریزی

Job Description

Task Complexity: • To design and formulate strategies to generate revenue out of MTNIrancell customer relation profile • To commit new revenue generations through telemarketing techniques and/or support various company objectives with the aid of telemarketing techniques and provide contact center as service. • To lead designing and implementing customer service strategies, plans, and procedures to increase company revenue, market share, customer base, etc. • To manage B2B contract process with external and internal customers for contact center service to ensure contract aligned with Legal and procurement POV. • To manage coordination between internal commercial teams and third parties. • To lead coordination between commercial teams and third parties to resolve explored gaps and customer complaints. • To enforce quality standard practices that meet MTNIrancell brand portrays in the area of customer relation • To define/lead customer service operational/ad hoc projects. • To review the performance of sub-division through analyzing and interpreting data and metrics. • To lead relationships with MTNIrancell Divisions and partners/vendors. • To define and operate other CR departments’ high-level projects accompanied with timetable and SMART targets aligned with the company goal. • To participate in the development of high-level customer service strategies and activities aligned with company strategic objectives. • To devise and drive customer relation projects and initiatives for expanding customer service digital portfolio • To interact with marketing, ITS, Finance, and S&D to ensure completeness of business plans and operating processes. • To manage and own annual budget of assigned sub-division to monitor, control, approve and evaluate costs and revenues. • To design proper low risk financial model for customer service projects with internal and external benefits consideration. • To maintain a proper OLA with internal teams and SLA with external parties to ensure a smooth flow of operation