Industry: Telecommunication/ISP
Location: Islamabad
Gender: Doesn't Matter
Minimum Education: Masters
Career Level: Manager Minimum
Experience: 5 Years
Job Description:
Back end Operations Manager ensures that all operations satisfy customers' needs. He may work at various levels, from head office to the front end of the business and it might include:
Helping to develop a customer service policy for an entire organization;
Managing a team of customer services staff;
handling inquiries from customers and provide solution within appropriate time frame.
Back end Operations Manager ensures that all operations satisfy customers' needs. He may work at various levels, from head office to the front end of the business and it might include:
Helping to develop a customer service policy for an entire organization;
Managing a team of customer services staff;
handling inquiries from customers and provide solution within appropriate time frame.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Includes the following. Other duties may be assigned.
Back end support management.
Churn & Retention Management
Volunteers & In volunteer
proactive & reactive
Mange refunds, waivers and adjustments related to churn
Work closely with other departments to identify the key drivers of customer churn and implement improvements
Work with senior management to establish priorities, standards and performance objectives for the Churn Team.
Ensure quality of calls & compliance of SOP's with the Churn Officers
Responsible for CRU (L3 Visits) at customer premises
L3 visits within TAT
L3 visits prioritization
L3 visit target per day / per week
Proactive approach to work closely with Technical to improve network and reduce L3 visits
Trend analysis and reporting based on L3 visits
Responsible for CPE collection based on the given target by the management
Ensure collection of CPEs at end of each customer life cycle
Follow up and maintenance of the CPE inventory (CRU)
Provide reporting on team activity, statistics and competitor behavior
Analyze trends/data and drive performance improvements.
Maintain, develop and document department policies, practices and procedures.
providing help and advice to customers using your organizations products or services;
communicating courteously with customers by telephone, email, letter or face to face;
investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
issuing refunds or compensation to customers;
keeping accurate records of discussions or correspondence with customers;
analyzing statistics or other data to determine the level of customer service your organization is providing;
producing written information for customers, often involving use of computer packages/software;
writing reports analyzing the customer service that your organization provides;
developing feedback or complaints procedures for customers to use;
developing customer service procedures, policies and standards for your organization or department;
meeting with other managers to discuss possible improvements to customer service;
being involved in staff recruitment and appraisals;
training staff to deliver a high standard of customer service;
leading or supervising a team of customer service staff;
learning about your organizations products or services and keeping up to date with changes;
provide the strategic and tactical leadership critical to retaining valued customers of an organization.
Includes the following. Other duties may be assigned.
Back end support management.
Churn & Retention Management
Volunteers & In volunteer
proactive & reactive
Mange refunds, waivers and adjustments related to churn
Work closely with other departments to identify the key drivers of customer churn and implement improvements
Work with senior management to establish priorities, standards and performance objectives for the Churn Team.
Ensure quality of calls & compliance of SOP's with the Churn Officers
Responsible for CRU (L3 Visits) at customer premises
L3 visits within TAT
L3 visits prioritization
L3 visit target per day / per week
Proactive approach to work closely with Technical to improve network and reduce L3 visits
Trend analysis and reporting based on L3 visits
Responsible for CPE collection based on the given target by the management
Ensure collection of CPEs at end of each customer life cycle
Follow up and maintenance of the CPE inventory (CRU)
Provide reporting on team activity, statistics and competitor behavior
Analyze trends/data and drive performance improvements.
Maintain, develop and document department policies, practices and procedures.
providing help and advice to customers using your organizations products or services;
communicating courteously with customers by telephone, email, letter or face to face;
investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
issuing refunds or compensation to customers;
keeping accurate records of discussions or correspondence with customers;
analyzing statistics or other data to determine the level of customer service your organization is providing;
producing written information for customers, often involving use of computer packages/software;
writing reports analyzing the customer service that your organization provides;
developing feedback or complaints procedures for customers to use;
developing customer service procedures, policies and standards for your organization or department;
meeting with other managers to discuss possible improvements to customer service;
being involved in staff recruitment and appraisals;
training staff to deliver a high standard of customer service;
leading or supervising a team of customer service staff;
learning about your organizations products or services and keeping up to date with changes;
provide the strategic and tactical leadership critical to retaining valued customers of an organization.
Skills Required:
Have minimum +5 years senior management experience in Telecom, wireless, hospitality, banking and service industries.
Outstanding commercial perspective with the ability to look at the bigger picture for the company
Be Customer oriented and have 3 years plus Customer Management / Call Center Management experience.
Be multilingual.
Have excellent communication, interpersonal and negotiation skills.
Be a natural team leader and team player.
Exhibits high level of creativity, problem solving skills and resourcefulness
Ability to engage and influence peers / managers
Excellent Analytical skills
Strong leadership & organizational skills
Flexible, energetic and enthusiastic personality
Outstanding commercial perspective with the ability to look at the bigger picture for the company
Be Customer oriented and have 3 years plus Customer Management / Call Center Management experience.
Be multilingual.
Have excellent communication, interpersonal and negotiation skills.
Be a natural team leader and team player.
Exhibits high level of creativity, problem solving skills and resourcefulness
Ability to engage and influence peers / managers
Excellent Analytical skills
Strong leadership & organizational skills
Flexible, energetic and enthusiastic personality
Interested candidates send their Cv’s at shahbaz@esquare.com.pk or visit our website www.esquare.com.pk
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