| Digital Care Operations Manager – ( 2500004Y )
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 |
