Customer Operations Manager Job recruitment at Wananchi Group in Nairobi Kenya 2013
Job Title: Customer Operations Manager
Location: Nairobi, Kenya
Employment Status / Type: Full Time
Position Reporting to: Wananchi Group Deputy Chief Technical Officer
Titles & Number of Staff Managed:
- Cable Network Dispatch Coordinators
- Surveillance Technicians
- Network Security Officers
Reporting to the Wananchi Group Deputy Chief Technology Officer, the Customer Operations Manager, will ensure that all subscriber installation and maintenance requests are completed within agreed SLA timelines, verify that the Wananchi Group network is maintained at high standards of quality and security.
Key Roles:
Thus ensuring:
a) All subscriber installations are completed within the agreed stipulated timelines as per the agreed SLA’s.
2) Working closely with all Wananchi Group Teams including, Surveillance Technicians, Subscriber Installation & Maintenance Teams, Network Installation & Maintenance Teams, etc. to verify that the Wananchi Group HFC & GPON networks are maintained at very high standards of quality based on independent evaluation and surveillance.
a) Identification and Reporting of issues relating to the quality of the network in its entirety to the Network Maintenance Team for correction to the agreed quality standards.
3) Working closely with all Wananchi Group Teams including, Surveillance Technicians to identify and map out pirate networks in areas in which the Wananchi Group HFC & GPON networks exist and dismantle these networks in co-ordination with Network Security Officer and all the relevant Security organs.
a) The identification and subsequent reporting on the detailed layout of pirate networks to all relevant stakeholders.
- A B.Sc. degree with a technical background Or a Diploma in IT or related technical field with at least 3 years of relevant experience
- Experience in a network installation and maintenance operation.
- Experience in managing customer &network operations.
- Experience in design, installation and maintenance of HFC & GPON networks will be an added advantage.
- Experience in writing reports. Proficient in MS Office – specifically Excel.
- Must be of very high integrity and uphold high ethical standards and honesty.
- Possess a valid and clean driving license.
Only qualified applicants will be contacted.
Applications to be sent to recruit@ke.wananchi.com