Mobile Solutions Manager - Telecel Ghana

The Mobile Resolution Manager will assist the Customer Operations Manager to ensure the overall design and execution of Second level Support Mobile Experience for Telecel Ghana

This Include But is Not Limited To

• Ensure all Second Level Support Standards are implemented
• Ensure all Second Level Support Journeys and Experience are delivered aligned with CXX
• Track, Monitor and improve the identified Second Level Experience Pain Points for Telecel Ghana
• Design the overall Second Level Support Experience for Customers and all Frontline as well as the execution of the Operational Support Strategy in close collaboration with CXX
• Define and measure CXX and Operational KPIs to ensure Second Level Support Experience is delivered in a manner that demonstrably maximises Customer Lifetime Value and Digital NPS while reducing customer churn and making the the Second Level Support channel via TOBi and MVA the preferred and loved!
• Deliver the Second Level Customer Support roadmap and Incident Management delivering 95% Service Level across all Service Requests will support Frontline to achieve on AHT and Service Levels
• Optimise all Second Level Mobile Support Channels
• Application of knowledge, skills, tools, techniques and systems to define, visualize, measure, control, report and improve the Second Level Mobile Support experience with the goal to meet customer’s feedback while interacting with Frontline. With Customers preferring Online over Traditional because of the 4hour SLA delivered by the 2nd Level for specific and defined intents
• Driving training on RPA (A Bot per staff) for the Second Level Mobile Support to ensure the team is all rounded to address escalated Mobile and Enterprise complaints
• Ensure automation and efficiency at Second Level Mobile Support working with Product Owners
• Ensure all escalations to the Second Level Mobile Support are addressed from the root cause
• Ensure adherence to standards by Second Level Mobile Support Agents, Response time, Confirmation prior to closure, Occupancy and all operational metrics being measured with no backlog of complaints at any point in time – all reports should be closed within 24hours where responsibility sits with Telecel
• Evaluate and test new products with product owners ahead of go live to ensure full alignment for complaints per the complaint handling policy
• Ensure 95% escalations are addressed within 24hours in order to drive positive change in all the Frontline channels

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Key Accountabilities And Decision Ownership

• Oversee the delivery of CARE for Second Level Mobile Support
• Ensure all standards are implemented
• Ensure all Consumer and Enterprise Second Level Support CXX Journeys are executed operationally
• Ensure all performance in the Mobile channels are tracked, monitored, resolved within SLA and reported daily, weekly and monthly; while delivering on improvements
• 2. Custodian for the Mobile Operational customer experience working with products and channels (Consumer & Enterprise)
• Defines the Second Level escalation experience Journey
• Define proactive measures to ensure repeat call volumes to Experience Centre reduces by 10%
• Defines Operational KPIs to forge ownership and results-oriented collaboration
• Works with the Technology, Consumer, Enterprise, Fixed and VF Cash propositions teams to ensure that new product are tested, implemented with support within Second Level
• Periodically reviews the customer experience across all Second Level Mobile Support Channels to inform the continuous improvement of the overall customer experience delivery for Operations
• Oversee the execution of the defined Operational Customer Experience by working closely with internal and external stakeholders
• Innovate and execute to make turnaround time on escalations no longer than 24hours
• Work across all channels and Business Units including Retail, Call Centre, CBU, EBU and Internal Operations, to ensure alignment of execution towards the defined experience where all Agents our empowered to deliver 95% SL
• Develops a framework for monitoring and measuring the execution of the 95% SL in 24hours
• Engage the relevant stakeholders to develop actionable plans to remedy shortfalls in the execution of the defined Support experience

Core Competencies, Knowledge And Experience

• Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas for Second Level Mobile Support based on products and services
• Analytical thinking and good decision-making skills
• Excellent stakeholder management
• Result-oriented – able to recommend, execute and take corrective action, if appropriate
• Able to work independently, self-directed and proactively solutions-oriented
• Strong analytic skills and ability to quickly grasp the essence of new business and process area
• Ability to work with cross-functional teams
• Good writing and presentation skills.
• Excellent communication skills

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Must Have Technical / Professional Qualifications

• Bachelor’s degree in business administration or related discipline
• Experience using Second Level Support & Customer Experience Management Tools
• Telecommunications Service Quality and Operational Experience
• Experience using Microsoft Office especially proficient in excel & PowerPoint