Section Head – Customer Experience Management -Gulf
The Role
To drive the customer experience and feedback as the focus of the QoS and maintain an acceptable level of network quality of service from the customer point of view using set of predefined service Key Performance Indicators, customer feedback and agreed set of SLAs.Manage end-to-end service quality for the wireline and wireless services and involve customer feedback in the performance analysis to improve Customer Satisfaction
• Define and maintain number of adequate KPIs, definitions, targets and thresholds with the participation of the concerned parties based on Telecom benchmarking and customer experience
• Proper escalation and recommendation of corrective actions in case of QoS degradation
• Develop and Maintain section staff skills, and localise technical experience according to skill development plan
• Implement network management solution for networks according to management program plan
• Provide historical analysis and forecasting of the network quality and resources capacity
• Requires internal relationship with all relevant departments.
• Maintain certain quality of service aligned with the business objectives and customer expectations by setting, monitoring and analysing set of service/ customer quality KPIs and utilising the results of CEM tools, outcome of customer surveys, complaints and audit reports
• Control/advice on monitoring of customer complaints as per standard defined metrics in order to minimise customer complaints and increase the customer satisfaction
• Authority to evaluate and recommend Customer Experience Tools, measures and plans
• Impact the service quality and thus the customer satisfaction
• Impact the expenditure and revenue by rationalisation of network resources and capacity utilisation
• To assist in monitoring, isolating and resolving problems related to service quality, service degradation and capacity issues
• Maintain up-to-date knowledge of telecommunications process, standards, and technologies related to service quality and customer experience
• Ensure that a complete Database to manage all QoS issues is maintained for service key performance indicators, customer complaints statistics, SLAs and traffic analysis
Requirements
• Bachelor's Degree in Telecommunication Engineering related field or equivalent experience
• 10 years Experience with more than 5 years in Telecommunication and more than 2 years in performance management
• Excellent experience in Telecom network Performance management and quality KPIs
• Excellent experience in managing customer experience and feedback
• Excellent knowledge of traffic performance measurements, performance solutions and tools
• Good knowledge of telecom network management including end-to-end service assurance and fulfillment
• Statistical analysis and data management skills
• Design,Presentation and reporting skills
• Change oriented skills
• Customer oriented skills
Pls forward the cv to nishani@diligroup.com with foll details in the email
Name :
>
> 1. Nationality :
>
> 2. Present Job/Place :
>
> 3. Position Applied :
>
> 4. Specialization :
>
> 5. Total Work Exp :
>
> 6. Foreign Exp if any :
>
>
>
> B. Package Details
>
> 7. Salary Expectation :
>
> 8. Availability :
>
> 9. Accommodation :
>
> 10. Transport :
> |
| |
|
|
|
|
| 2010-03-31 |
|
|
Country/City
: |
|
|
|
