Etisalat's vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family andfriends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel
Etisalat Nigeria is recruiting to fill the below position of:
Manager Customer Relationship Management
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Job
Summary
This role requires a mix of business and technical management skills (service ownership role). The successful candidate will oversee, maintain and provide operational support to Etisalat Nigeria's repository of customer facing and front-line solutions. He or she will lead a team of Specialists and Analysts who form the solution support. Drive service innovation, support all enhancements and new implementations in the associated OSS/BSS domains and liaison with vendors/partners and end users on matters related to strategy, product evolution and service quality.
Principal Functions
This role requires a mix of business and technical management skills (service ownership role). The successful candidate will oversee, maintain and provide operational support to Etisalat Nigeria's repository of customer facing and front-line solutions. He or she will lead a team of Specialists and Analysts who form the solution support. Drive service innovation, support all enhancements and new implementations in the associated OSS/BSS domains and liaison with vendors/partners and end users on matters related to strategy, product evolution and service quality.
Principal Functions
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Manage and oversee the analysis, build, design, implementation and acceptance
of new products configuration in the customer facing and front-line /voucher
management and mediation modules;
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Oversee implementation, integration and upgrade of new/existing solutions in
the Customer relationship management module (CRM) enterprise wide;
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Oversee resource planning for the order handling process for SIM cards, recharge
vouchers and ensure the demand requirements are met within stipulated
timelines;
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Oversee
the technical scoping, capacity planning, hardware sizing and system functional
requirement availability for the customer facing and front-line systems;
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Ensure timely delivery of all enhancements, initiatives and projects;
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Prepare RFxs, business cases and audit statement of compliance and functional
requirements for customer facing and front-line solutions;
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Manage the daily activities of the Customer Management team to ensure constant
system availability, acceptable end user experience and perform routine and ad
hoc maintenance activities;
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Work with the IT Strategy, Infrastructure and Service Management teams to
ensure adequate resource capacity is available to meet business demands;
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Ensure all queries from internal customers are resolved within agreed SLAs;
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Coordinate the monitoring and documentation of operating procedures and
resolution of slow performance issues;
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Ensure the provision of support functions down to the last line of support (for
problems relating to database and operating systems) before escalating to IT
vendor;
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Assist in planning and managing the human and material resources of the unit to
optimize performance, morale and enhance productivity;
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Manage inter-functional relations to ensure synergy across the various
departmental functions.;
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Prepare/compile agreed periodic activity and performance reports for the
attention of the Head, OSS & BSS;
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Attends all meetings and provide all required reports/KPIs in a timely manner;
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Perform any other duties as assigned by the Head, OSS & BSS.
Educational
Requirements
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First degree or equivalent in Engineering, Computer Science/IT, or a related or
relevant discipline. Postgraduate and/or professional qualifications in related
fields will be an added advantage;
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Strong experience implementing / integrating call centre / CTI solutions.
Specifically, good working knowledge of the Avaya Call Centre suite will be a
great advantage
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Good technical knowledge of integration /middleware technologies and
approaches, core network elements (e.g. SMSC, USSD GW, VAS platforms, etc.)
including experience of the Intelligent Networks (IN)/Charging platforms,
voucher management,CRM tools,
etc.;
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Knowledge of/familiarity with TMF or related / comparable standards will be
advantageous.
Experience,
Skills & Competencies
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Between six (6) and eight (8) directly relevant post-NYSC work experience in
the telecommunications industry in Nigeria or key markets in Africa, preferably
in a team-leading or supervisory role
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Ideal candidate must be able to demonstrate:
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Experience with producing business cases and Unified Modelling Language
(UML)/other renowned solution modelling experience;
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Ability
to communicate complex technical details in very simple and clear business
terms;
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Effective at influencing and negotiating solution options.
Method of Application
Interested and qualified candidates should: Click here to apply online
Note: When the page comes up click on New Jobs (Last 7 days), then click on Manager Customer Relationship Management:
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