Call Center Manager - L2 Service Delivery

Job Description

A. ROLE & CONTEXTPurpose:Starlink looking for highly Qualified & experienced leader to manage Technical Help Desk including Mobile Service & Landline, broadband, OTV - Help Desk to ensure an efficient and professional level of customer service that focuses on ticket handling, tickets management and resolution of customer issues across all customer segments, while ensuring close interaction and cooperation with all areas of the organization i.e. L3, Technology / Legal /VIP / marketing / Sales/Retail Stores and other sales channelsContext:Working closely with the customer in terms of service delivery, maintaining customer relation, resolving gaps in BAU operations.B. ROLE ACCOUNTABILITIESResponsibilities:úÿÿÿÿÿÿÿÿEnsure planning, prioritisation, and management of the activities of Help Desk function to ensure the delivery of the highest standards in customer service.úÿÿÿÿÿÿÿÿDevelop, gain approval for, and implement policies, processes and procedures that will facilitate the achievement of operational Help Desk objectives.úÿÿÿÿÿÿÿÿDeploy resources accordingly to achieve effective and efficient cost control while resolving customer complaints.úÿÿÿÿÿÿÿÿEnsure the Customer Response team and Test Desk team are managing to prepare procedural instructions for tickets resolution into comprehensive procedural manuals, e.g. Standard Operating Procedure (SOP)úÿÿÿÿÿÿÿÿEnsure systems are in place to produce Help Desk management information reports, relating to call activities and staff performance.úÿÿÿÿÿÿÿÿProduce regular reports and participate in analysis to determine trends and take action to improve processes, complaint management and performance.úÿÿÿÿÿÿÿÿDetermines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.úÿÿÿÿÿÿÿÿDeveloping and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.úÿÿÿÿÿÿÿÿMaintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.úÿÿÿÿÿÿÿÿEnsure that the communication channels and procedures within Customer Care or within other divisions are utilised effectively, to ensure information flow from the Help Desk results in fast escalation of issues that need to be moved on.úÿÿÿÿÿÿÿÿAccomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.úÿÿÿÿÿÿÿÿLead the development and delivery of the digital transformation strategy as part of the local company and in line with the global Group strategy.úÿÿÿÿÿÿÿÿEnsure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.úÿÿÿÿÿÿÿÿSetting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.úÿÿÿÿÿÿÿÿDriving culture change and creating framework for implementation of Lean and Six Sigma initiatives.úÿÿÿÿÿÿÿÿFormulating operational goals, short term / long term budgets and developing plans for the achievement of these goals for various processesúÿÿÿÿÿÿÿÿLeading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targetsúÿÿÿÿÿÿÿÿDesigning new processes & improving existing processes through process re-design & organizational restructuring

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