The Service Experience Manager’s main role is to manage Service Improvement capability within Client Services in collaboration with all Business Stakeholders.
Responsibilities
- S/He analyzes the efficiency of existing business and operational processes and makes recommendations aimed at enhanced service delivery, elimination of service related complaints, reduction in costs and increased efficiencies.
- Implement operational and tactical initiatives to drive the Service Experience agenda and is continually engaged in leading and inspiring stakeholders to develop and document best practices in the performance of all duties and responsibilities.
- Devise and design business process requirements, including researching, identifying and analyzing the efficiency of existing business and/or operational processes and makes recommendations for change.
- Performance metrics for this role include management of the Client’s Service Delivery Programs, Service Management with Vendors, Quality Assurance, Workforce forecasting & planning and processes re-engineering.
Qualifications
- Must has at least 3 to 5 years of experience in Leadership role in a Service Experience Management.
- Degree / MBA in Information Technology or Business Information Systems, Telecommunication or related discipline.
- Exceptional practical Technical Knowledge in IT & Networking Solutions / Environments.
- Certification / Training in Advanced Service Experience Management/Customer Service training, Certified Call Center Manager or related discipline.
- Additional Technical Certification in Systems and/or Networking / Security Solutions.
Technical Skills and Behavioral Attributes
- Excellent People skills that builds rapport and trust with clients and crew
- Excellent customer focused ethos.
- Self-Driven and can work with minimal supervision to achieve desired results.
- Proven ability to influence and negotiate with all stakeholders.
- Proven ability to positively lead a team through continual changes and service improvement
- Committed, enthusiastic, positive, resourceful and resilient
- Understanding of how to work proactively and positively keeping in mind business operations and client needs
- Considerable industry experience and best practice for service experience driven organizations.
- Ability to be self-motivated with a positive attitude and a solid work ethic
The post ICT & Telecommunication Company Job Vacancy : Service Experience Manager appeared first on Jobs in Kenya - https://jobwebkenya.com/.
The post ICT & Telecommunication Company Job Vacancy : Service Experience Manager is republished from Jobs – Jobs in Kenya – https://jobwebkenya.com/
