Engineer - Consumer Service Assurance (Fixed)

Role: Engineer - Consumer Service Assurance 

JOB PURPOSE

Responsible for leading the Fixed Consumer Service Assurance process and operation of the associated service partners in order to provide exceptional customer services assurance all fixed consumer product lines Nationwide. The position must exercise full operational control over the partner operating model, ensuring that all assurance remote and Field staff are fully expert in their line of business and capable of processing all fixed consumer customers requests within agreed SLA and quality metrics targets. The role holder should be of high technical calibre in order to coach and mentor the various types of technical employees working of different access technology network and making sure their knowledge is constantly updated and their output is properly monitored through audit check points and associated performance reports .The function should have full capability to closely monitor customer interactions activities with high ARPU ,highly technically consumer customers IT managers and constantly work on required service partners delivery improvement plans .

RESPONSIBILITIES

Performing Consumer Service Assurance (Fixed) daily operations 

Enable proactive monitoring of all Consumer Service Assurance (Fixed) trouble tickets in order to ensure appropriate TT assignments and their timely resolution.

Assist the customer service representatives in addressing customer escalations and promoting a service oriented work environment

Perform training and certified the trainers responsible for training other outsource partners 

Represent Consumer Service Assurance (Fixed) SPOC for various projects commenced by commercial teams.

Demonstrate full awareness of daily TT tracking and resolution.

Generate 12 monthly reports and 52 performance & progress weekly reports

Ability to handles escalations from customers and business team

Updated documentation of E2E processes, MoP/WI for BO Consumer operations

Complete assigned projects on agreed timelines.

To ensure the quality of service delivery by customer service representatives and performing the necessary quality management checks. 

Act as a single point of coordination and interface for all Consumer Fixed Trouble Ticketing.

Monitor and follow up of all Consumer Fixed Trouble Ticket ageing till resolution.

Adheres to agreed Service Assurance SLAs

Achievement of BSC targets in BO Consumer Mobile operations. - Quarterly

Present evidence of process efficiency - Quarterly

To assist, coach and develop the customer service representatives & Team Leaders to ensure the delivery of the highest standards of customer service and maximize individual / team potential.

Proactively seek to continually grow the knowledge and understanding of du’s Trouble Ticketing processes and operations. 

Employee Engagement results to meet company targets.

Present Teams’ development plan – Quarterly

Involved in the operational process design and the related work instructions & business rules, and drafting the business requirements to be sent for development.

Involved in testing the designed processes and making sure that systems (BSCS IX, CRM (Siebel), ERP, IN (eserv), intranet web applications) supports these processes in the required manner (user acceptance test UAT) and report any anticipated defects in an agreed corporate format.

Involved in testing the implementation of the developed systems and regression testing

Train on the designed business process and it’s related developed systems implementation.

Completed E2E documentation and training material.

Adherence to SLA’s

Improvement in partner related productivity and QA results.- Monthly

Risk & Opportunity assessment in the BO Consumer mobile/ operations- Quarterly

QUALIFICATIONS

Minimum Experience:

Minimum 4 years of experience in a BO role and 5 years in telecom industry

Minimum Education:

Minimum Bachelor degree/ preferred other supporting certificates

CCNA certified 

Knowledge & Skills:

Excellent command of English language (written/spoken)

Good communication skills

Excellent knowledge of Microsoft Office

Analytical thinking