Job Description

Objective of the role: • Planning and managing all processes of customer care unit in a telecom company & managing the required coerces of the unit. List of responsibilities: • Identifying and Structural Equation Modeling, Methodology and preparing Standards and instructions of customer care based on E-TOM model. • Identifying key processes to develop general processes and providing hierarchies of the processes. • Determining workflows details of Customer Care. • Determining key performance indicators of the posts of customer care unit. • Analyzing and measuring the achievement of planned objectives of customer Care unit. • Audit all customer Service processes based on approved documents. • Cooperation in the establishment of management systems based on standards and conduct audits periodically. • Controlling the Projects of Customer Care Unit. • Managing & programming the required courses of Customer Care Unit. Reporting to: Operation Support Manager of Customer Care Unit.