Business Support Manager (QTel)

ROLE ACCOUNTABILITIES:
• Ensure that there are mapped processes and procedures within the Retail Branch units as a whole, in order to provide those inputs to the Business Process Office for recording and approval of structure, and finally to regularly update and validate those processes, in line with ISO standards as laid down by the organisation.
• Maintain the quality standards through the monitoring team, and from this help improving the quality of CSR's handling.
• Manage the monitoring and reporting of the departmental budget to ensure that spend is kept within the required budgetary limitations, raising any variances to the attention of the Retail Director
• Manage the provision of monthly reporting of Retail Branch activities in liaison with the Zone Managers, to include Performance Reports, Activity Reports, Attendance Reporting, etc
• Manage effectively the ivr/acd/e-mail alert functionality as regards liaising with IT to ensure needs are met.
• Act as the project management interface for new customers care systems (e.g. CRM).
• Provide input for the development of strategies and business plans to support the realisation and implementation of agreed business objectives via the Retail Director for Retail operations.
• Provide business data analysis and recommendations for appropriate actions to Customer Care Executive Director and Retail Branches Management via the Zone Managers regarding team composition and shift scheduling to ensure that customer service is delivered to correct level at minimum possible cost, maximising both efficiency and effectiveness while achieving the targeted service level and response time objectives.
• Ensure the highest level of customer satisfaction is achieved by researching to identify other touch points that customers may require such as internet, E-mail, fax, mail while ensuring their reliability and effectiveness in improving customer satisfaction..
• In liaison with Consumer Business operations groups, to ensure the Retail Branch Network is aware in advance of new products or service introductions or functions and to ensure that Retail Branches interests are included in developing new procedures
• Responsible for Retail Branches staff development and training schedules.
• Manage, motivate and appraise staff within the Support Service Area.
• Supervise the development and implementation of an effective mechanism to gauge level of customer satisfaction within the Branches
• Ensure recommendations from Internal Audit and quality departments within Q-Tel are implemented

QUALIFICATIONS:
• 6-8 years in Customer Service preferably in a Retail environment in a service industry
• Knowledge of Work Flow management
• General Knowledge of telecommunications
• Specific detailed knowledge of Q-Tel product and services for Wireless and Wireline.
• Excellent people management
• Excellent in business analytics
• Bachelor Degree preferably in Business Administration or Diploma with ample work experience in customer care
• Ability to design and manage work flow processes enhancements
• PC and IT literacy is a pre-requisite
• Ability to manage Back Office operations to include Reporting and Data Analysis
• Ability to develop system requirements and improving system efficiency