January 25, 2011

Manager Back-end Customer Care Operations

We are looking for a Manager Backend Operations for a large telecom multinational company

Position Title: Manager Back-end Customer Care Operations
Company Sector: Telecom
Company Type: Large Telecom Multinational Company
Position Location: Islamabad
Salary: 125K – 150K

Essential Requirement:
-- About five years (or more) work experience
-- Recent experience of working in Customer Care (churn, retention, Level 3 complaint resolution etc)
-- Recent experience at Manager or one-step below level
-- Recent experience in Telcom or ISP


Backend Operations Manager ensures that all operations satisfy
customers' needs. He may work at various levels, from head office to
the front end of the business and it might include:
- helping to develop a customer service policy for an entire organization;
- managing a team of customer services staff;
- handling enquiries from customers and provide solution within
appropriate time frame.

Includes the following.  Other duties may be assigned.

-- Back end support management
-- Churn & Retention Management.
-- Volunteers & In volunteer
-- proactive & reactive
-- Mange refunds, waivers and adjustments related to churn
-- Work closely with other departments to identify the key drivers of
customer churn and implement improvements
-- Work with senior management to establish priorities, standards and
performance objectives for the Churn Team.
-- Ensure quality of calls & compliance of SOP's with the Churn Officers
-- Responsible for CRU (L3 Visits) at customer premises
- L3 visits within TAT
- L3 visits prioritization
- L3 visit target per day / per week
- Proactive approach to work closely with Technical to improve network
and reduce L3 visits
- Trend analysis and reporting based on L3 visits
-- Responsible for CPE collection based on the given target by the management
-- Ensure collection of CPEs at end of each customer life cycle
-- Follow up and maintenance of the CPE inventory (CRU)
-- Provide reporting on team activity, statistics and competitor behavior
-- Analyze trends/data and drive performance improvements.
-- Maintain, develop and document department policies, practices and procedures
-- providing help and advice to customers using your organization’s
products or services;
-- communicating courteously with customers by telephone, email,
letter or face to face;
-- investigating and solving customers' problems, which may be complex
or long-standing problems that have been passed on by customer service
-- handling customer complaints or any major incidents, such as a
security issue or a customer being taken ill;
-- issuing refunds or compensation to customers;
-- keeping accurate records of discussions or correspondence with customers;
-- analyzing statistics or other data to determine the level of
customer service your organization is providing;
-- producing written information for customers, often involving use of
computer packages/software;
-- writing reports analyzing the customer service that your
organization provides;
-- developing feedback or complaints procedures for customers to use;
-- developing customer service procedures, policies and standards for
your organization or department;
-- meeting with other managers to discuss possible improvements to
customer service;
-- being involved in staff recruitment and appraisals;
-- training staff to deliver a high standard of customer service;
-- leading or supervising a team of customer service staff;
-- learning about your organization’s products or services and keeping
up to date with changes;
-- provide the strategic and tactical leadership critical to retaining
valued customers of an organization.

-- To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily.  The requirements listed
below are representative of the knowledge, skill, and/or ability
required.  Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.

-- Master’s degree from a reputable college or university; and/or 05
or more years related experience and/or training; or equivalent
combination of education and experience.
-- Have excellent computing skills (Microsoft Office)
-- Have a good understanding of IT and Customer Support Systems
(Billing, Pre-paid, IVR, ACD, Trouble Ticketing, etc.)

-- Have minimum +5 years senior management experience in Telecom,
wireless, hospitality, banking and service industries
-- Outstanding commercial perspective with the ability to look at the
bigger picture for the company
-- Be Customer oriented and have 3 years plus Customer Management /
Call Centre Management experience
-- Be multilingual
-- Have excellent communication, interpersonal and negotiation skills
-- Be a natural team leader and team player
-- Exhibits high level of creativity, problem solving skills and resourcefulness
-- Ability to engage and influence both peers / managers
-- Excellent Analytical skills
-- Strong leadership & organizational skills
-- Flexible, energetic and enthusiastic personality

Interested candidates send updated CVs (along with current and expected salary package) with the name of position in subject line to pakistan.career@gmail.com