Role purpose:

• Management of Customer Service IT Systems which are Contact Centre, CRM/SRM and Digital Care Systems which include but not limited to Social Media, Email Management Tool, Live Chat, Chat Bots, and TNPS.

• Execution of the company and Group strategy and deliverables, specifically related to Digital Dare.

• Responsible for the overall end-user support services for all the customer and for their performance in order to meet customer service KPIs.

Key accountabilities and decision ownership

• Responsible for the Daily Systems Operations & support and ensure systems Availability is not less than 99.96%, Ensure that Systems Capacity, Changes, and Patches are properly planned and managed.

• Accountable for the Systems security compliance according to the VTPLC standards.

• Supplier & Contractor Management.

• Innovation - Establish the roadmap for the Customer Service systems and deliver the Key Performance Indicators as per the group Standards.

• SLA - Manage the SLA between the IT and the customer’s service, ensure the SLA is reviewed between the customer and IT and necessary survey are conducted for the overall performance of the IT services.

• Reporting – Responsible for reporting KPIs and performance of IT services  

   

Core competencies, knowledge, and experience

• Excellent analytical skills.

• GSM Knowledge

• Data Mining, Programming & SQL skills

• Excellent communication skills

• Strong stakeholder management skills

   

Must have technical/Professional qualifications:

• 3+ years’ experience in the ICT industry

• Bachelor degree in Computer Science/Computer Engineering or Equivalent.

• Experience in managerial roles/tasks

• Contact centre solutions knowledge.

• Telecommunications experience would be advantageous.