Job Title: Senior Manager – Data & Enterprise Customers
Ref: CC_SMDEC_SEP_2013
Company: Safaricom Limited
Job Location: Nairobi, Kenya
Responsibilities:
• Work in collaboration with Business partners for the strategic Business units to define, design processes and procedures to ensure superior customer service experience for Data and Enterprise customers;
• Align, drive and support initiatives that stimulate data usage among data customers;
• Create sustainable service experience for the Data and Enterprise customers;
• Identify resource requirements and recommend the needs to the HOD Customer Care Operations;
• Monitor and ensure availability of resources as per approved budget;
• Make contribution to the budget requirements within the financial year;
• Review current systems adequacy and ensure that there is periodic check of faulty machines;
• Review all processes & procedures/Service Level agreement & recommend changes where applicable;
• Communicate strategic objectives of the enterprise and data segments to the managers and CCRs where applicable;
• Set SMART objectives with focus on the data and Enterprise customer expectations for the CCRs, Team Leaders in liaison with the HoD Operations;
• Track and monitor set performance standards for the Data, Enterprise and social media queues and develop actions plans to improve channel performance where applicable. Monitor action plan success;
• Identify training and development requirements of direct reports aimed at enabling them meet their performance targets;
• Put in place interventions in liaison with HRBP where coaching and training have failed to achieve the desired increase in performance;
• Review the set performance targets for the Team to ensure consistency in performance towards achieving desired output/results to the data customer;
• Track the queue performance from the call center quality reports and external customer trackers;
• Investigate performance enablers of each direct reports in relation to management of team performance and individual output;
• Drive high performance through ingenious motivational activities within the team;
Skills & Competencies:
• Degree in a business discipline or Social Sciences
• 7-8 years working experience in a customer service environment of which 2 yrs must have been in management or supervisory role.
• Growth within the Data Skill set will be an added advantage having attained certifications within this field (e.g CCNA/CCNP/CISA/Wimax/)
• Excellent knowledge of Safaricom products and services.
• Commercial Awareness
• Excellent communication, influencing, negotiation and stakeholder management skills.
• Outstanding analytical capabilities, excellent problem solving and decision-making skills.
• Project management experience with proven methodologies.
• Business development and customer relationship management experience.
• Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.
• Ability to deliver world class services and high impact results.
• Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
• Proactive, organized and customer oriented person.
• Excellent communication skills.
How to Apply:
Please send your resume and application letter indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title to the address below.
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
Via E-mail to: hr@safaricom.co.ke
Application Deadline: 27th Sept 2013
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