Job Description
• Drive Improvement Of Service KQIs Through Deeper Insights, Trend Analysis, Problem Management And Advanced Troubleshooting, Of Service Degradations And Customer Escalations. • Coordinates All The Network Related Customer Escalations From CR, CEM, Marketing, Network Functional Departments And Managed Service Vendors For Quick Resolution
• 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 • Ensure NPS And Customer Experience Index Improvement As Agreed By The Business. • Value Created From Customer Engagement & Operations • Value From Positive Customer Experience Index/NPS • 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
Experience & Training
• First Degree In Electrical & Electronics, Or Related Fields. • 3 – 7 Years’ Experience In Telecommunication Environment • Experience In Business Process Modelling, Analysis & Design • Good Understanding Of GSM Technology, ITIL Process • Expert Understanding In Mapping KPIs To KQIs And QoE Model • Understanding TM Forum And Frameworx • Good Knowledge Of Network Technologies Across Verticals. • Capable Of Leading Process Analysis And Providing Objective Feedback On Areas Of Improvement Training: • Power Business Intelligence • RAN, Core CS &PS Domain • Customer Experience Management Platforms • Key Concepts Of CEM Framework And CEI Model • Ability To Define End-To-End CEM, QoE Indices • Development Of CEM Frameworks That Support Service Quality Management • Ability To Translate Network USE Cases Into Network Quality Indicators. • Report Measurable KQIs In Line With TM Forum • Quality Of Report • Accuracy Of Report • Timely Report • Prompt And Accurate Escalation Of Faults • Prompt And Accurate Statistical Reports Generated • Availability Of Network Performance Statistics • Customer Satisfaction Index • Closure Of Assigned Faults • Conformance To Criteria For Reporting
Minimum Qualification BEd, BEng, BSc, BTech Or HND
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