Position: Customer Experience Analyst - Quality
Region: Nairobi
Reporting to:Customer Experience Manager - Quality
Range: R3
Department:Customer Experience Centre
Role Purpose: He/she will Execute Quality Analysis and Quality
Assurance by ensuring services provided by Customer Care are up to the expected
standards, meet customer needs and provide the best customer experience.
Work with the Training Team, Team
Leaders and Managers to highlight on quality gaps and assist in developing
relevant training programs and ways to ensure best quality is delivered
Key Duties and Responsibilities
Operational:
- Responsible for Quality audits/monitoring of
all customer experience sections for all customer interactions via calls,
tickets, emails, letters, files and social media
- To analyze monitoring feedback and
propose/recommend actions for appraisal and improvements as it applies per
transaction
- To document coaching needs per individual/team
level and share with respective Team Managers for action
- To manage and monitor team’s performance and
demonstrate best practice in all aspects of Customer Experience
- To undertake training needs analysis for
training and development of the Customer Experience team
- To ensure all auditors follow established
standard processes and procedures in their execution of quality audits and
coaching
- To document, collate and analyze statistical
information on quality parameters audited on a daily basis to assist in
evaluating the efficiency of Customer Experience teams and to inform on
service improvement
- To prepare and analyze quality reports and
share the reports on a timely manner meeting all deadlines
- To provide guidance and support to auditors to
whom transactions are allocated for audit
- To monitor and manage the changing needs of
the Customer, making recommendations for service improvement and
implementing those improvements to the satisfaction of customers
- Ensure Coaching Improvement Plans are
documented and kept in an representative’s file
- Ensure the Coaching Improvement Plan is
adhered to and the required objectives are met
- Perform any other duty as my be assigned by
the controlling officer
Academic Qualifications
- Degree/Diploma/Certificate in related field
from a recognized institution.
- 2-6 years’ in a similar position.
Professional Knowledge
- Computer Literate
- Strong skills in Ms-excel and Ms-
PowerPoint
- Sound knowledge of the telecommunication
industry
Professional Skills:
- High coordination skills
- Good planning skills
- People motivation skills
- Strong negotiation skills
- Has initiative and self-drive
- Capacity to propose solutions, make advices,
convince
- Work integrity and correctness
- Continuous adaptation to new techniques and
technologies
- Initiative and analytic mind
- Listening ability to make proper decisions
- Confident, independent and mature, to handle
difficult issues swiftly
This position is open to Kenyan
citizens only.
Position: Prepaid Products and Services Development Manager
Region: Nairobi
Reporting to: Head
of Products and Services Development
Range: R2L
Department: Marketing
& Strategy
Role Purpose: Deliver the prepaid products & services roadmap in line with the business objectives, budget constraints and marketing planning of the year.
Role Purpose: Deliver the prepaid products & services roadmap in line with the business objectives, budget constraints and marketing planning of the year.
Fuel innovation by keeping in touch
with the market trends. Act as an end to end project manager.
Key Duties and Responsibilities.
Key Duties and Responsibilities.
1.1. Interface between Marketing and
ITN teams
- Act as a facilitator between product managers
and technical teams
- Provide guidance to product managers,
especially in the specification phase
- Support and provide directions to the
technical team throughout the product development
1.2. Prepaid P&S development
roadmap and innovation
- Define and maintain the Prepaid P&S
development roadmap
- Identify, evaluate and recommend new
technologies and solutions supporting the Marketing strategy
- Understand the market (industry, customer and
competition) to develop and manage opportunities to grow Prepaid products
and services revenues
- Provide techno-commercial guidance to company
management on innovative services
- Prepare budget forecast for CAPEX and OPEX
requirements.
- Achievement of set Monthly,
Quarterly, Semi Annually or Annual Marketing targets, especially in terms
of project delivery
1.3. Manage Prepaid Products &
Services development
Accountable in specifying, developing
& launching Prepaid products & services
- Coordinate and facilitate project approval,
RFQ, Vendor selection and product development up until the commercial
launch of services
- Provide regular reporting on project progress
in terms of Cost, Quality, Functionality, Delay
Design
- Production and presentation of opportunity
studies for new products: market and revenues assessment, customer needs
and value proposition, high-level product description.
- Production and presentation of marketing
requirements / product specification with detailed functional description
and customer journey as well as a full business plan
Implementation
- Support ITN in the early identification of
bugs and prioritization of correction depending on severity
- Report any deviation to the project plans (in
terms of cost, quality, functionality, delay)
Validation
- Ensure technical tests are performed
- Perform functional and end users tests
- Ensure Business process tests are performed
- Coordinate FUT
Commercial launch
- Commercial launch preparation.
Academic / Professional
Qualifications
- Bachelors Degree or an advanced Diploma in a
Engineering related field
- Ideally with complementary education and
experience in Marketing and knowledge in IT domain
- Experience in project management and CRM
& Billing systems
- Experience in vendor management, vendor
selection and negotiation.
Key Competencies:
- Commitment, diligence and dedication.
- Honesty and Integrity
- Superior analytical skills and Intuitive mind.
- Thorough and Assertive
- Attention to detail
- Team player
- Good computer skills
(SAGE/Excel/PowerPoint/Word/
This position is opened to Kenyan
citizens only.
Position:Resourcing Manager
Region: Nairobi
Reporting to: Head
of Resourcing
Range: R2L
Department: Human
Resource
Role Purpose: Resourcing Manger is responsible for managing recruitment process and workforce planning in liaison with the Head of Resourcing.
Role Purpose: Resourcing Manger is responsible for managing recruitment process and workforce planning in liaison with the Head of Resourcing.
Key Duties and Responsibilities:
- Manage the recruitment process end to end
life-cycle, including departmental manpower planning and requisition,
adverts, shortlisting, interviews, initial assessments, interviews, and
offers.
- In Liaison with the Head of Resourcing,
prepare and plan for employee talent sourcing both internally and
externally
- Work with internal teams and hiring managers
to assist with recruitment efforts.
- Develop recruitment strategy. This may include
job posting optimization, digital and non-digital employment
advertisement, comprehensive recruitment campaign planning, talent
planning, etc…
- In liaison with Corporate
Communications, advertise for internal vacant positions
- Participating in the graduate internship
programmes.
- Be involved in external talent search events
e.g. career fairs and talks. Develop college recruiting programs
- Short listing candidates in conjunction with
recruiting departments.
- Conducting interviews as well as preparation
of interview summary reports for panelists’ sign off
- Coordinating recruitment at the regions
through HR Business Partners Develop relationships with third party
recruitment agencies and staffing firms and manage the procurement and
measurement process.
- Liaising with the Training function to ensure
on-boarding plans are consistent with new employee reporting dates.
- Liaising with Heads of Departments/their
nominees to clarify routine recruitment and placement queries.
Academic/ Professional Qualifications
- Bachelor's Degree in HR related
subjects/social sciences.
- HR professional qualifications an added
advantage
- A minimum of three years relevant experience
is required with a particular bias on talent acquisition and
recruitment
- Valid professional membership from IHRM-K or
other relevant institution
Key Competencies:
- Organizational skills
- Attention to detail;
- Ability to prioritize activities and
multi-task
- Analytical skills
- Sense of initiative
- Adaptable to change
This position is opened to Kenyan
citizens only.
Position: Learning Coordinator
Region: Nairobi
Reporting to:Customer Experience Manager - Training
Range: R3
Department:Customer Experience Centre
Role Purpose: He /She will execute learning programs in the Customer Experience Center to ensure service provided by Customer Experience Officers is up to the expected standards, meets customer needs and results in Customer Satisfaction.
Role Purpose: He /She will execute learning programs in the Customer Experience Center to ensure service provided by Customer Experience Officers is up to the expected standards, meets customer needs and results in Customer Satisfaction.
Work with Customer Experience
Managers, Training & Quality Teams, to highlight learning gaps and assist
in developing relevant training programs and ways to ensure best quality of
service is delivered.
Key Duties and Responsibilities
- Identify and analyze training needs &/or
skill development within the Customer Experience Sections and align to
various learning interventions in line with business objectives
- To conduct training needs analysis on
individual & teams previously trained so as to proactively identify
specific and appropriate training interventions
- To take responsibility for planning ,
designing, coordinating and delivering training which meets all criteria
to the relevant target audience in order to ensure an optimum learning
environment alongside skill transfer in line with needs analysis
- To be the liaison person between subject
matter experts to align Customer Experience Training programs in terms of
design, content and training standards impacting business objectives
- To evaluate training programs using assessment
tools and industry metrics on an ongoing basis to determine the extent to
which learning initiatives meet the core business need and ensuring best
use of Orange Kenya resources.
- Provide training advice while integrating
general best practice, external business trends and research through
effective facilitation and learning in order to meet business targets and
increase Customer Satisfaction
Academic Qualifications
- Diploma/Certificate in related field from a
recognized institution
- Experience in Customer Care and Sales
functions
- Experience in training needs analysis
and design is an added advantage
- Certified Professional Trainer qualification
is desirable but not mandatory
Professional Skills:
- Good planning skills
- People motivation skills
- Strong negotiation skills
- Has initiative and self drive
- Capacity to propose solutions, advice,
convince
- Work with integrity and correctness
- Continuous adaptation to new techniques and
technologies
- Initiative and analytic mind
- Listening ability to make proper decisions
- Confident, independent and mature, to handle
difficult issues swiftly
- Strong Communication and Presentation
skills
- A team Player and information sharing spirit
- A positive influencer
This position is opened to Kenyan
citizens only.
Position: Customer Experience Analyst - Reporting
(2 Positions)
Region: Nairobi
Reporting to:Customer Experience Manager - Workforce and
Reporting
Range: R3
Department:Customer Experience Centre
Role Purpose: He/she will be involved in extracting data from systems in a call centre and transforming that data to deliver meaningful information to the business.
Role Purpose: He/she will be involved in extracting data from systems in a call centre and transforming that data to deliver meaningful information to the business.
Must be capable of building and
developing relationships at all levels within the business and will equally be
confident and comfortable with challenging reporting tasks required.
Key Duties and Responsibilities
1.1.Operational:
- Create updates and maintain databases for
ticketing, calls flow and KPI metrics. This is accomplished by analyzing
past trends, forecasting future issues and creating a plan to resolve
customer issues and to maintain customer satisfaction levels
- Compile ongoing and recurring reports
from the back office and front office customer experience managers
- Schedule report collation to ensure
deadlines are met
- Collate Operational results from the system
and staff
- Distribute requested reports to Customer
Experience Managers within set time limits
- Provide accurate reports, using reliable data
and data sources
- Conduct call volumes and Service level trend
analysis
- Investigate results achieved to ensure
accuracy of data
- Communicate and present results in formats
that accurately reflect data
- Identify new sources of information required
for analysis.
- Develop front office productivity and
performance reports
- Evaluate the IVR options ,analyze and
gather required data and reports on a daily basis
1.2. Managerial Activities
- Develop and Motivate team members to achieve
company objectives alongside theirs (Management By Objectives)
- Provide Leadership and proper management of
day to day activities
Academic Qualifications
- Bachelor’s Degree or Equivalent from a
recognized university.
- 2-6 years’ in a similar position.
- 2 years’ minimum experience in call centre
Professional Knowledge
- Business knowledge
- Knowledge of customer application
- Exposure to PMO processes & methodology
- Experience in Telecommunication / ICT
industries and good understanding of these services and solutions are
preferred.
- High Proficiency in MS Word, Excel, PowerPoint
& Microsoft Project
Professional Skills:
- Excellent communication skills
- Commitment to customer
- Influencing and delegating
- Continual Improvement
- Self-motivated
- Advocate for change
- Must be a strong team player
- Must be self-driven, energetic, resourceful,
creative
- Ability to project a strong, positive image of
him/herself and the Company.
- Ability to Engage and partner with customer
and internal staff as required.
- Work in a virtual team environment
This position is opened to Kenyan
citizens only.
If you fit the required profile,
please apply highlighting how your qualifications, experience and career
aspirations match the requirements for this position.
Application should be sent by latest
1st May 2015, please provide an updated Curriculum Vitae (CV) including details
of your current telephone contacts and names of three referees.
Apply through
recruitment@orange-tkl.co.ke and quote the job title in the subject
field.
Only shortlisted candidates will be
contacted.
