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Customer Operations Manager Job in Nairobi, Kenya

Wananchi Group (K) Ltd

Job Title: Customer Operations Manager

Department: Technical   

Location: Nairobi, Kenya

Employment Status / Type: Full Time

Position Reporting to: Wananchi Group Deputy Chief Technical Officer

Manages Others: Yes   

Titles & Number of Staff Managed:    
Cable Network Dispatch Coordinators
Surveillance Technicians
Network Security Officers

Job Purpose / Summary:

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:

1) Working closely with Wananchi Group Teams including, Cable Dispatch Coordinators, Cable Network Quality Controllers and Kenyacam to ensure that all subscriber installation and maintenance requests are completed within agreed SLA timelines as outlined in the Subscriber connection and Maintenance and Technical services agreements with Kenyacam.

Thus ensuring:

a) All subscriber installations are completed within the agreed stipulated timelines as per the agreed SLA’s.

b) All subscriber maintenance service calls are attended to and service uptime is confirmed within the timelinesas per the agreed SLA’s.

c) Ensure daily reporting and update of the Daily Dashboard reports relating to all customer operations including subscriber installation, subscriber maintenance, installation quality etc.

d) Ensure the tracking of all events relating to customer operations including tickets, work orders etc.

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.

Thus ensuring:
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.

b) Independent on-site verification that network quality issues have been corrected by the Network Maintenance Teams once reported.

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.

Thus ensuring:

a) The identification and subsequent reporting on the detailed layout of pirate networks to all relevant stakeholders.

b) The dismantling of the pirate networks identified in co-ordination with all the relevant internal stakeholders and Security organs.

c) The establishment of mechanisms to ensure that previously dismantled pirate networks are not re-activated.

Qualifications, Skills & Experience:
  • 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.

Deadline for applications is 1st October 2013.

Only qualified applicants will be contacted.

Applications to be sent to

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