Job closed
Ref: HP332-345
Job description / Role
The purpose of this position is to lead and develop Contact center USSD & SMS Platform ensure its deployment. Develop clear strategy that represent business requirements for achievement of long term goals to achieve service excellence by offering to ensure increased customers experience, cost saving, revenue generation and call deflection from other channels e.g. IVR
This position will analyze & develop plans and provide architectural recommendations to optimize the USSD and SMS channel in close collaboration with all stakeholders to ensure channel maturity in terms of services, sales & information.
The position will also be responsible to lead USSD and SMS channel development and deployment project, implementation or system changes on behalf of customer operations which covers all stages from business case and requirements till successful deployment.
Requirements
Minimum experience:
* Minimum 7 - 10 years of experience in Contact Center Channels and Infrastructure Deployment, Management and Improvement and ability to demonstrate technical knowledge through past experience.
Minimum education:
* Minimum Bachelor degree in Computer Science / Engineering or equivalent domain.
* Master degree is preferred
* Contact Center international certification is preferred
Knowledge and skills:
* Strong understanding of contact center solutions and technologies
* Strong understanding of telecommunications customer lifecycle.
* Extensive analytical skills combined with the ability to interpret complex data into business terms.
* Solid project management skills
* Strong Leadership experience within Customer Operations, automation and analysis.
* Excellent communication & presentation skills
* Ability to interact with management and customers at all levels
* Strong understanding of telecom business and contact center systems
About the Company
du is the new telecommunication services provider in the UAE. We are an integrated service provider offering voice, data, video and content services over fixed and mobile networks to residential and business customers.
du has three broad target segments:
Consumers: Focusing on individuals and households by offering mobile and fixed voice calling, Internet, data services and television. Businesses: Focusing on small to very large corporations and government agencies by offering integrated fixed and mobile business solutions including voice, data, content and applications as well as professional services.
Carriers: Focusing on providing carrier, international data networks and wholesale services to international operators, multinational corporations and telecom carriers.
The needs of our customers are our primary focus. Our aim is to provide new and innovative services that deliver a better customer experience.