Customer Management Manager - Vodafone Ghana

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