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MultiChoice South Africa Is Looking For Customer Journey Monitors

MultiChoice South Africa Is Looking For Customer Journey Monitors


The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto.


MultiChoice South Africa Is Looking For Customer Journey Monitors

Key Customers

 Internal

  • Customer Care Division
  • Customer Care Management
  • Customer Care Impact Manager
  • MultiChoice South Africa business units (ITD, BTD, Marketing, DDM etc.)
  • Workforce Planning Manager
  • Head of Contact Centres
  • Head of Service Centres
  • Head of Operational Support
  • Managers of contact Centres
  • Managers of Walk-in Centres and agencies
  • Team Leaders of contact centres and walk-in centres
  • Workforce planners
  • Marketing
  • Finance
  • EBS and BTD
  • HRExternal
  • 3rd Party Vendors

Purpose of the Position

  • To manage resources and variances to plan through the application of real time monitoring of customer behaviour, customer sentiment, systems performance and resource alignment.

Key Performance Objectives

Operational

  • Monitor all aspects of the customer journey: identify issues Log incidents – resolution and escalations within SLA’s
  • Monitor incident SLA’s
  • Effectively allocate resources using multiskilling, profile changes and optimising of exceptions
  • Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
  • Suggest corrective actions to mitigate any observed risks

Communication

  • Provide real-time support on Business accepted communication mediums
  • Provide timeous feedback to stakeholders
  • Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
  • Formulate and communicate the plan for the day to all stakeholders
  • Daily reporting performance against plan with explanation of all variances
  • Escalation and communication of any incidents and key customer insights that originate from any customer care touchpoint
  • Effectively feedback any workforce optimisation suggestions based on real time observations on the floor
  • Track agent adherence and service level performance

Customer Satisfaction

  • Coordinate and implement crisis and problem management processes and procedures for Customer Group
  • Co-ordinate, escalate, track and resolve problems and incidents with stakeholders which occur on all systems and applications and functionality used within Customer Group
  • Monitor dashboards to proactively support Customer Care operations to enhance Customer Experience
  • Test, validate and release Customer Communication on various platforms
  • Coordinate User access
  • Provide input to daily operational performance meetings relating specifically to customer experience and customer care performance
  • Ensure customer insights are communicated to customer Group and related stakeholders
  • Analyse available data points in real time to proactively identify customer needs and incidents
  • Mobilise relevant recovery teams to minimize turnaround time of incidents impacting on the customer
  • Proactively coordinate customer demand through the use of social media and IVR messaging
  • Provide insights to improve customer experience in the longer term based on insights gathered through monitoring

Qualifications Essential

  • Diploma in Statistics and Applied Mathematics
  • Degree Statistics and Applied Mathematics advantageous

Experience

  • 3 – 5 years’ Call centre / Service Desk Analyst experience
  • 2.5 years of Clarity & ICC systems knowledge as well as an in depth understanding of associated Business Rules included in the above
  • Process Driven
  • Deadline Driven
  • Achievement Orientated
  • Process and system driven

DEADLINE: 22 May 2024

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