Customer Management Manager - Vodafone Ghana

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Customer Management Manager - Vodafone Ghana

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Role Purpose

Responsible for ensuring a smooth flow of Fixed service from Order to Install. Responsible for ensuring a smooth flow of Enterprise and Consumer Mobile Provisioning. Responsible for all Fixed and Mobile provisioning escalations as well as delivering after-sale support for Direct Sales for mobile and fixed services.

Key Accountabilities And Decision Ownership

  • Ensure Fixed Broadband sales orders (VBS\Consumer) nationwide are processed according to Vodafone accepted standards
  • Facilitate speedy connection of service to prospective customers as a way of delighting and helping change the lingering negative image in the segment
  • Manage the Provisioning Teams across Technology and Sales to ensure agreed metrics are met on a weekly and monthly basis
  • Assist with escalations to units for support or to higher authority in case of capacity constraints
  • Handle day to day escalation of customer issues
  • 2. Drive problem resolution across all partners for a high level of customer experience for Enterprise and Consumer customers and thereby increase customer loyalty and value to our business
  • Identify current status of Customer expectations and satisfaction levels
  • Work to mitigate the impact of service provisioning failures and improve quality
  • Ensure that service provisioning is up to agreed quality and are meeting required customer expectations
  • Ensure smooth Sim Provisioning
  • Supervise and facilitate speedy Provisioning of Blank Sims, MSISDNs, Starter Packs, Preloaded Sims, MDP Sims and Vodafone cash sims - AUC, HLR, IN, INVENTORY, CRM
  • Detection and Analysis of Customer Complaint trends
  • Assess increases or decreases in provisioning inflows
  • Review adherence to process and procedures by frontline staff (Retail and Call Centre)
  • Provide early detection of system issues affecting Provisioning
  • Direct escalations to head of workforce allocation
  • Direct escalations to head of workforce allocation
  • Liaise directly with head of workforce allocations (FS) for immediate feedback and prioritization of escalated complaints
  • Alternative means of connecting to the internet
  • Give customers alternative means of connecting to the internet while their FBB services is being provisioned. – Dongle (with data allowance), Mi-Fi (with data allowance)

Core Competencies, Knowledge And Experience

  • Leadership Role
  • Act as Team Leader within the Service Provision Team, provide motivation, guidance, and coaching for the Team on a day-to-day basis as required. Required to make decisions, which may have an impact on team performance
  • Enable the development and effective management of the Service Delivery policies, standards and procedures
  • Ensure skills development and succession planning for teams
  • Cascade departmental plans and objectives to team members
  • Act as 1st level of escalation for sales acquisition issues within Commercial
  • Process Improvement and Training Needs in Frontline
  • Suggest process improvements or areas for refresher training based on wrong Broadband onboarding by frontline staff or other provisioning errors
  • Review process areas that can be moved from the Core team directly to frontline staff to improve first time resolution
  • Monitoring and supervision
  • Ensure requests from multiple customers are efficiently processed on a day to day basis
  • Lead identification of trends and operational issues affecting team and customers and drive recommendations for practical solutions for improvement
  • Staff management, including Line management responsibility, staff performance reviews as part of HR processes, and identifying staff training requirements
  • Produce planned Team schedules and manage Team schedules on a real-time basis ensuring the appropriate staffing of the Provisioning Team
  • Manage team member’s workload distribution
  • Validation of provisioning activities of Team Members
  • Setting and meeting performance targets for speed, efficiency, and quality
  • Ensure smooth and seamless delivery of devices and Sims

Technical And Professional Qualifications

  • Bachelor’s degree in business administration or related discipline
  • In depth knowledge of Data products and delivery
  • Previous experience in managing virtual teams of people
  • A proper understanding of the Fixed network environment
  • Degree in Marketing or equivalent
  • A good experience in managing customer challenges relating to internet service generally
  • Proficient in the use of Microsoft packages particularly Excel, Word, PowerPoint
  • Sound communication skills
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