*Digital Care Operations Manager Needed at Orange Cameroon*

Description

Main missions and activities  :

§   Implement Orange Cameroon’s digital editorial policy on assisted and unassisted support channels

·       Implement the digital editorial policy, define the best practices for support on Digital Care channels and update the minimum skills of digital advisors;

·       Support the training and integration of digital advisors, analyze quality control reports and ensure the ongoing adequacy of digital advisors’ skills;

·       Ensure the handling of customer requests/complaints that arrive on the digital pages of the DG, DEC, etc.;

·       Monitor the content integrated into digital autonomy solutions, ensure the intuitiveness of the language, the fluidity and reversibility of navigation in the service trees/paths;

§   Supervise IT management actions associated with digital channels/technologies 

·       Analyze customer feedback on assisted and unassisted channels, propose use cases to be digitalized and monitor digital solutions development activities

·       Develop content, propose flows aligned with the assisted service path, monitor application integration and test before going into production

·       Monitor the implementation of the preventive and curative maintenance program and the management of incidents impacting digital solutions;

·       Monitor Business Continuity Plan operations, propose alternative channels to maintain digital autonomy and validate the return to normal following conclusive tests

§   Supervise digital autonomy support operations, monitor the quality of services provided and the performance of digital solutions; 

·       Define the programming of digital solutions activity according to business objectives and technical constraints;

·       Monitor the functionality of digital solutions, track the performance of digital solutions in real time and alert in the event of major deviations

·       Control the quality of product deliverables, evaluate the performance of digital solutions according to technical constraints, defined objectives and alert in the event of major deviations

·       Identify opportunities for optimizing digital use cases to extend the scope of autonomy;

§   Manage customer perception, digital maturity and company awareness related to digital solutions; 

·       Set up a system for measuring the quality of digital solutions produced in accordance with COPC, analyze the results and manage improvement actions;

·       Monitor the measurement of customer perception associated with digital solutions (CES, CSAT / DSAT, etc.), analyze the results, identify root causes and monitor the implementation of progress actions

·       Monitor the measurement of the company’s digital reputation, identify areas for improvement and monitor the implementation of progress actions

• Coordinate audit, investigation or evaluation activities of digital solutions by dedicated Orange services, for implementation in accordance with internal policies without impacting customer relations

Qualifications

Minimum qualifications required  :

Typical training  : Bac + 3/4 management, management, communication or other   

Minimum experience  : 2 years  in a similar position or 5 years of experience in customer service

Main location

: CM-Littoral

Workplaces

:

Makepé website

Makepe Orange Building

Douala 1864

Job

: Customer Coordination

: CDI

: Permanent

Type of contract

: Supervisor

APPLY HERE: https://orangecameroun.taleo.net/careersection/ex/jobdetail.ftl