Customer Journey Monitors at MultiChoice

• 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
• HR

External

• 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
Tasks
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

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

Technical Competencies

• Negotiation skills
• Analytical and Problem solving capabilities
• Relationship building
• Planning and Coordination
• Decision-making skills
• Conflict Management
• Operational Delivery     
• Quality focused

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking