i. Development and implementation of policies and procedures that lead to customer delight and a superior service experience
ii. Oversee field operations including the planning, scheduling, supervision, quality control and follow ups on customer installations and calls.
iii. Development and implement initiatives to ensure high customer retention and loyalty
iv. Generate and analyze various reports and statistics on how the company is performing vis-a-vis various KPI’s including customer delight, service level, appointments, agent productivity, etc
v. Ensure that operational activities are executed within allotted budget and timelines and also perform budget allocation and expense management for all business operational activities.
vi. Conduct regular operational reviews and audits for preventive maintenance and set operational goals to meet or exceed performance expectations.
vii. Ensure resource assignment, work allocation, training development and performance assessments are completed in timely manner.
viii. Provide excellent customer service in order to build and maintain strong relationship with customers while ensure customer complaints are handled and resolved accurately and quickly.
ix. Develop and implement plans to improve operational effectiveness and efficiency.
i. Bachelors’ degree in one of these areas:, Marketing, Commerce, Business Administration. A Postgraduate qualification in these areas, or in Management, is an added advantage.
ii. 5 years relevant work experience, 3 year of which should have been in PAY tv industry
iii. Experience of leading installation teams, call centers and onsite support teams
iv. Experience in a service provider environment is an added advantage
v. Excellent co-ordination, decision making, problem solving, report writing and communication skills