Customer Engagement & Quality Manager at ORANGE BOTSWANA

Customer Engagement & Quality Manager

Reporting to the Director – Client Relationship Management & Commercial Coordinator, the incumbent will be responsible for the incumbent will be responsible for guaranteeing coherence and centralization of the supportive activities provided to the other departments (Quality Assurance, Training). The role is responsible for managing sections responsible for the Insource & Outsource Call Canter, Quality and Training and Customer Experience including the associated performance of these sections.

 

The main duties include but are not limited to:

• Managing the relationship with the Call Center Outsourced Partner, by ensuring that all contractual obligations are performed by both parties & where there is any form of deviation corrective measures are swiftly taken
• Ensuring training (refreshers) is provided to the Outsourcer Team for products/services & promotions
• Monitoring & reporting on performance of the Outsourcer.
• Identify commercial training needs, develop training material, plan and deliver relevant & regular training.
• Liaise with other departments to collate information needed to improve commercial staff product knowledge.
• Organize training facilities and other logistics to achieve efficient training attendance and delivery.
• Design and conduct customer satisfaction surveys, analyse collected data & produce statistical reports.
• Build benchmark and identify best practices related to customer experience in telcos
• Manage offer and services launch process regarding customer experience (go to market)
• Identify KPIs related to customer experience and monitor them through a monthly dashboard
• Identify the main priorities to address to improve drastically customer experience in all the customer journey details, including all customer interactions with Orange, and the level of efforts required.

 

Skills:

• Strong experience in customer service, projects, processes, training & quality management preferably in the Mobile Telecommunications industry
• Focused on Business and results driven
• Strong leadership skills
• Excellent business management and developmental skills
• Creative, innovative and proactive
• Analytical skills
• Excellent interpersonal, oral and written communication skills
• Deadline oriented and able to work under pressure

Qualifications and Experience:

• Bachelor Degree with complement on Information Systems.
• A Master’s Degree would be an added advantage.
• 7-10 Years relevant experience in project management or in a similar role.

 

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to: jobsbw.obw@orange.com

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Closing Date