Aug 29, 2018
Job Description
Build a relationship between network health, business objectives and Customer Experience and Service Quality (translating NPM KPIs into customer experience)
Proactive and Reactive customer care for HVCs, Service Quality Management for entire customers
Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
Engage with Managed Service Vendors to deliver improved Customer Experience
Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
Relating with Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive improved experience
Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
Serve the Division’s internal customers and provide solutions to improve the customer experience.
Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
Drive an increase in MTNN’s Net Promoter Score.
Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.
Job Condition
Normal MTNN working conditions
May be required to work extended hours
Requirements, Experience & Training
First degree in Electrical & Electronics, or related fields.
6-13 years’ experience in telecommunication environment which includes:
3 years’ experience in Network Measurement & Customer complaint resolution
3 years’ experience in Quality management
Good understanding of GSM Technology, ITIL Process,
Good knowledge of network technologies across verticals.
Training:
Power Business Intelligence
Gaining Insight & Creating Value with Business Intelligence
SIX SIGMA (Green Belt)
Customer Experience Management
Mobile Network Architecture and operations
Minimum qualification
BEd, BEng, B.Sc, BTech or HND.
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https://www.myjobmag.com/readjob/58439/jobs/career-opportunities-at-mtn-nigeria