Head of Technical Solutions and Complaint Management Department
About this position
Responsibilities
• Strategy Development: Create and execute complaint management strategies aligned with organizational goals.
• Team Leadership: Set clear objectives, KPIs, and performance expectations for the complaint management team.
• Data Monitoring & Insights: Track and analyze complaint trends, providing actionable insights to improve processes.
• Process Optimization: Design and develop tools and workflows to enhance complaint management across all channels (voice, non-voice, digital).
• Customer Experience Oversight: Manage the end-to-end customer contact process, ensuring a seamless customer experience.
• Trend Analysis & Solution Implementation: Analyze complaint data to identify recurring issues and implement solutions to reduce complaint volumes and improve efficiency.
• Technical Complaint Resolution: Address complex technical complaints, including mobile network, fraud, billing, and service-related issues, and visit customers on-site as needed.
• Voice of the Customer (VOC): Manage high-demand complaints submitted through government channels and take action on issues related to OCPB and NBTC.
• Special Requests Management: Oversee VIP, Sweet Heart/Hero cases, and second-tier support tasks such as SIM/device deliveries and technology changes.
• Revenue Protection: Manage service-to-sale strategies to protect revenue and minimize downsell cases.
• Business Project Leadership: Drive company-wide initiatives aimed at improving customer satisfaction and business outcomes.
Requirements
• Education: Bachelor's degree in Science, Statistics, Psychology, Engineering, or a related field.
• Experience: Over 10 years of managerial operations experience and 15+ years in business operations.
• Experience in Complaint Management, Customer Retention and Technical Solutions will be advantageous.
• Proven leadership and management capabilities, with a strong record of performance and motivation.
• Skilled in people management, innovation, and effective collaboration.
• Strong communication and problem-solving abilities.
• Expertise in business process management and delivering high levels of customer satisfaction.
• Proficient in handling multiple priorities and guiding teams to success.
• Knowledge of technical solutions and experience in resolving customer complaints related to technology and billing.