REPORTING & CAMPAIGN EXECUTIVE
Reporting to the Call Centre Manager, the successful candidate will ensure optimal utilization of the CTI & CRM by all End-Users. Directly manage all outbound campaigns as may be required to support the company’s strategic direction.
The main duties include but are not limited to:
- Provide Business administration support for CTI & CRM application (i.e. creating Users, defining service requests & generating CTI & CRM reports).
- Design / plan / organize and delivery outbound campaigns within the defined turn-around-time (i.e. surveys, telesales / marketing…)
- Manage performance of the Outbound Team.
- Reporting for outbound activities.
- Minimize cost of Outbound function by ensuring efficient performance of the Team and delivery of the campaigns.
- Maximization of company revenues through such activities which will ensure that loyalty / retention of customer, i.e. up/cross selling of products & services.
- Ensure delivery of excellent outbound campaigns in line with defined standards.
- Ensure that customer issues escalated through outbound campaigns are effectively resolved.
- Define clear & specific service requests and ensure training thereof to ensure accurate qualification of customer issues.
- Segmentation for call routing & review / update of IVR automated services.
- Collect & provide customer feedback/ information to inform the business on customer opinion, by following qualitative feedback gathered through surveys conducted through inbound or outbound calling.
LEGAL OFFICER
Reporting to the Legal Services Manager, the successful candidate will be assisting in providing high quality legal services to the company.
The main duties include but are not limited to:
- Ensure Company compliance with relevant legislation.
- Manage Litigation.
- Provide advice on legal matters.
- Negotiation and drafting of commercial agreements.
- Draft legal documents.
- Develop and review terms and conditions.
- Assess and audit legal compliance.
- Interpret legal provisions.
- Advise on internal stakeholders legal risks.
OUTSOURCE COORDINATOR
Reporting to the Call Centre Manager, the candidate will be responsible for managing the relationship with the Call Centre Outsourced Partners, by ensuring that all contractual obligations are performed by both parties & where there is any form of deviation corrective measures are swiftly taken.
The main duties include but are not limited to:
- Ensuring training (refreshers) is provided to the Outsourcer Team for products/services & promotions.
- Monitoring & reporting on performance of the Outsourcer.
- Engaging across departments to get issues affecting performance of the Outsourcer resolved timely.
- Contribute to overall profitability of the Outsourced services by aiming to continuously improve performance of quality standards & ensure initiatives such as cross selling products & services.
- Ensure customer satisfaction in all customer service activities performed by the Outsourcer.
- Ensure delivery of excellent customer service in line with defined standards.
- Ensure that escalated customer complaints are resolved timely.
- Continuous improvement by ensuring training of the Outsourcer Team & reengineering processes.
- Develop cross functional relationship with business functions to ensure that systems, applications, customers & product/services issues are resolved.
- Monitoring of activities of the Partner on utilization of applications & systems.
- Analyse performance results & reporting thereof.
BUSINESS PERFORMANCE ANALYST
Reporting to the Value Management Manager, the successful candidate will be expected to produce marketing dashboards and analysis to explain trends on business per segment or product line or zone.
The main duties include but are not limited to:
- Provide recommendations to optimize main business KPIs (Revenue, Base, ARPU among others).
- Monitor the impact of business decisions, provide alerts in case of negative trends, and identify root cause(s).
- Define a set of regular business dashboards and ad-hoc business reports.
- Manage automatic reports and business data extractions.
- Oversee the implementation, update and analysis of all Marketing Dashboards and KPIs on a weekly and monthly basis (weekly reports, Business reviews). Use relevant segmentation based on value and needs. Perform regular sanity checks to control data quality, and liaise with ITN if relevant.
- Provide insightful recommendations to better optimize portfolio and generosity to grow customer base value and improve customer loyalty, based on performance analysis.
- Contribute to geo-marketing analysis on all commercial KPIs, as well as in support of network roll-out activities (business case, prioritization, field survey).
- Contribute to data requested for yearly marketing plan and strategic plan, as well as all budget exercises.
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:
jobsbw.obw@orange.com
The subject window on email should only contain the title of the position being applied for.
Closing date: 30th November 2017
Kindly note, that Orange Botswana shall only correspond to short-listed candidates.
ORANGE BOTSWANA JOB OPPORTUNITIES
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