Safaricom Limited is the leading mobile telecommunications company in Kenya.
We are at the forefront
of the industry and always seek to attract and retain talented, creative
and innovative team players who are excited by the opportunity of
pushing the frontiers of this evolving technology, growing our services,
exciting our customers and contributing to our community.
At Safaricom, we take pride in our talent and develop them to realize their maximum potential!
Senior Manager - Data & Enterprise Customers
Ref: CC_SMDEC_JUNE_2013
We are pleased to announce the following vacancy within the Customer Care Division.
In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Head of
Department, Operations, the successful candidate will be responsible for
supporting the delivery of initiatives to provide world-class customer
services to mobile and fixed Data customers.
The successful candidate
will define customer service operations strategy to meet the demands of
customers within this segment. The position holder will also oversee the
social media and Chat services as key platforms used by Data
consumers.
Leading a team of team
leaders and customer care representatives, the successful candidate will
manage, implement and guide the team in giving feedback on defined
initiatives that support the Data usage strategy and customer retention
initiatives for the Enterprise customer to create lifelong customer
relationships.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Work in collaboration with Business partners for the Strategic Business Units to define, design processes and procedures to ensure superior customer service experience for Data and Enterprise customers;
- Align, drive and support initiatives that stimulate data usage among data customers;
- Create sustainable service experience for the Data and Enterprise customers;
- Identify resource requirements and recommend the needs to the HOD Customer Care Operations;
- Monitor and ensure availability of resources as per approved budget;
- Make contribution to the budget requirements within the financial year;
- Review all processes & procedures/Service Level agreement & recommend changes where applicable;
- Communicate strategic objectives of the enterprise and data segments to the managers and CCRs where applicable;
- Set SMART objectives with focus on the data and Enterprise customer expectations for the CCRs, Team Leaders in liaison with the HoD Operations;
- Track and monitor set performance standards for the Data, Enterprise and social media queues and develop actions plans to improve channel performance where applicable and monitor action plan success;
- Driving and improve performance in the team;
- In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
- Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;
The ideal candidate should possess the following skills & competencies:
- Degree in a business discipline or Social Sciences.
- 7-8 years working experience in a customer service environment of which 2 yrs. must have been in management or supervisory role.
- Growth within the Data Skill set will be an added advantage having attained certifications within this field (e.g. CCNA/CCNP/CISA/Wimax/).
- Excellent knowledge of Safaricom products and services and Commercial Awareness.
- Excellent communication, influencing, negotiation and stakeholder management skills.
- Outstanding analytical capabilities, excellent problem solving and decision-making skills.
- Project management experience with proven methodologies.
- Business development and customer relationship management experience.
- Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs.
- Ability to deliver world class services and high impact results.
- Ability to facilitate and harness cross-team collaboration working with teams in person and virtually.
- Proactive, organized and customer oriented person.
- Excellent communication skills.
If you feel that you are
up to the challenge and posses the necessary qualification and
experience please send your resume and application letter indicating
your experience and why you are the most suitable candidate for the role
clearly quoting the job title to the address below.
The deadline for application is Monday 17th June, 2013.
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
Via E-mail to: hr@safaricom.co.ke