الرئيسية / الوظائف / 6125 مشاهدة20 فبراير 2021


Customer Service at Vodafone - STJEGYPT



Customer Service at Vodafone - STJEGYPT

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Work Type : Full Time
Experience : 1-2 Years




Gender : male and female
Salary Type : Net Salary
Location: cairo
Role Purpose

Support the Innovation and E2E delivery manager on prioritised Customer Experience demands from concept proof of value to delivery process also contributing to create and develop new techniques fo assessing the quality of service experienced by the customers and for analysing their behaviour in using the services provided by the Vodafone networks
Lead the working groups aimed at designing the related performance KPIs and the technical use cases both within the legacy and the Big Data Analytics scope and support their adoption on the Local Markets side by also supporting the development and the deployment of the related enablers eg network data sources CEM Netperform etc etc
Contribute to drive the acquisition the introduction and the deployment of the data sources and the solutions aimed at providing Customer Experience insights coordinating the related working groups and projects

Key Accountabilities And Decision Ownership
Deliver customer insights at service and customer level to ensure network priorities aligned with business needs
Support the continuous innovation of the solutions used for assessing the level of QoS experienced by the customers also contributing to their selection acquisition development and deployment
Design the performance KPIs and the technical use cases, within the legacy and the BigData Analytics scope and support their introduction into the network operational processes
Manage the development of new proof of concept projects within the scope of Network planning and optimization
Manage customer experience technology requirements and roadmap with internal stakeholders
Supporting the prioritisation and roadmap of internal and external data sources and working with other technology teams in setting key requirements for data sourcing
Core competencies knowledge and experience:
Deep technical competency and experience across all the network domains.
Broad experience in business relevant correlation analysis.
Deep understanding of the performance KPIs at network customer and service level and of the related figures.
Expertise with various industry applicable data sources eg passive probing radio traces OSS network elements crowd sourcing 
Strong knowledge of processes related to the assessment and to the optimization of the E2E performance
Able to work with data models and be able to mine large and complex data sets.
Ability to understand business requirements interpret data and develop  propose improvement strategies based on our gaps
Understanding of Big data technologies is preferable
Great multi national multi cultural leadership skills to align large team of technical resources around a common strategy and architecture
Ability to communicate complex technical concepts comprehensively at an executive management level
Motivated results oriented strong leadership skills

Must Have Technical  Professional Qualifications
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Customer Service


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