Process & Specialized Training Supervisor (Customer Operation Unit)

RighTel Tehran

Posted 3 months ago

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.

Requirements

Education: • B.S./M.S. in Industrial Engineering/Industrial Management/MBA Experience: • Minimum of 6 years experience in processes, systems and methods/training Required skills: • Telecom Basic Knowledge (2G,3G & LTE) • Fluent in English • Fluent in ICDL skills • Ability in Development and teamwork in organizations • Ability in Team-building and problem-solving • Proficiency in Processes and quality management system & Processes Analyzing • Managing and evaluating performance • Proficiency in documenting and auditing ISO 9001 standard & Implementing quality management systems in Telecom Industry • Proficiency in documenting and auditing ISO 10015 standard & Implementing quality management systems in Telecom Industry • Familiar With EFQM Model • Familiar With ETOM Model • Ability of Controlling Projects & familiar with the Control Project software

Job Category:

Business & Data Analysis/ Economic Analysis

Employement type:

Full Time

Job Category:

Business & Data Analysis/ Economic Analysis

Employement type:

Full Time

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