Responsible for leading the Fixed Consumer Service Assurance process and operation of the associated service partners in order to provide exceptional customer services assurance all fixed consumer product lines Nationwide. The position must exercise full operational control over the partner operating model, ensuring that all assurance remote and Field staff are fully expert in their line of business and capable of processing all fixed consumer customers requests within agreed SLA and quality metrics targets. The role holder should be of high technical calibre in order to coach and mentor the various types of technical employees working of different access technology network and making sure their knowledge is constantly updated and their output is properly monitored through audit check points and associated performance reports .The function should have full capability to closely monitor customer interactions activities with high ARPU ,highly technically consumer customers IT managers and constantly work on required service partners delivery improvement plans .
1. Performing Consumer Service Assurance (Fixed) daily operations
2. Enable proactive monitori ng of all Consumer Service Assurance (Fixed) trouble tickets in order to ensure appropriate TT assignments and their timely resolution.
3. Assist the customer service representatives in addressing customer escalations and promoting a service oriented work environment
4. Perform training and certified the trainers responsible for training other outsource partners
5. Represent Consumer Service Assurance (Fixed) SPOC for various projects commenced by commercial teams.
