I saw this job ad posted at http://ph.jobstreet.com/jobs/2008/7/default/20/1920856.htm?fr=J. Is someone leaving CSDIP? wahahahaAdvertised: 18-7-08 ReAlerted: 25-7-08 Closing Date: 15-9-08.
Bayan Telecommunications Inc. is a leading provider of facilities-based data services and wireless fixed-line telecommunications. We offer a full range of switched and dedicated local exchange services and provide national and international long distance services to residential, business and carrier customers in the Philippines.
CUSTOMER SUPPORT FOR DATA & IP SERVICES HEAD
(National Capital Reg - Quezon City)
Requirements:Able to implement approaches in gathering information from customer inbound interactions and outbound campaigns to understand their needs and influence business decisions affecting customer product/package development, customer acquisition process and retention programs.
Able to provide actionable information and recommendations from customer experiences through statistical methodologies at the Data and Internet Call Center as critical inputs for customer understanding.
Able to implement the strategy and operationalize the call center and Network utilities for Internet and Data customers considering the various elements such as: systems, technology, industry trends, processes and organization to meet customer satisfaction targets.
Able to recommend state-of-the art quality productivity tools and systems to improve customer satisfaction and operational efficiency.
Able to create an operations capacity plan and recommend the manpower complement to meet the service level target of the call center.
Able to execute the Customer Service Brand in the operations of the call center for Internet and Data to achieve consistency in the look, feel and customer experience.
Able to implement financial policies or improvements in processes that will eliminate mistakes and revenue leakages in the service order, fault and dispute entries for Internet and Data services.
Able to recommend actions to mitigate business risks at the call center for Data and Internet customers.
Able to establish adequate internal control in designing operations processes to ensure optimum productivity and quality call handling.
Able to recommend financial policies, systems and processes that will help meet service level targets.
Able to apply and deploy Quality concepts and principles in strengthening the processes and improving performance of the call center and Network utilities for Internet and Data services.
Able to recommend process and performance standards in order to achieve operational efficiency and customer satisfaction.
Able to lead and recommend Six Sigma projects in the deparment in order to minimize defects and variations from services and transactions.
Able to provide inputs on Rewards & Recognition program as a support structure to achieve a culture of high performance.
Able to function as Project Manager in the call center for Internet and Data projects using its standard tools and articrafts from planning, designing, resource allocation, organization, assigning, directing & controlling activites up to communication using the Project Development Stages of initiation, planning and design, development, execution and closure.
Able to implement strategic directions in the operations in order to achieve its revenue on call center outsourcing contracts.
Able to analyze trends in revenues in order to provide recommendations to the strategic direction.
Able to provide standard cost structure to achieve optimum profit from the revenue transaction.
Able to create and submit operating budgets and prepare project & capital expenses following standard documentation for the business centers.
Able to create plans and programs to support the financial plan for the business center.
Able to monitor and review variances in operating expenses and take action to improve financial results.
Able to demonstrate an in-depth understanding and knowledge of the products and services offered by the company in order to provide recommendations on product definition related to upfront customer support and post sale support planning and implementation for the call center
BayanDSL, BayanTel Customer Support for Data and IP Services (CSDIP)
