Airtel Tanzania PLC is looking for a suitable candidate for the Provisioning Executive Position under Customer Experience Department. The Provisioning Executive will be responsible to Implement & manage strategy for Post paid, Prepaid and Airtel Money provisioning operations at the OPCO and Partners locations.
As head of Post paid Service ,Provisioning – New activations for mobility business, Design a strategy & planning for ease of activation, ensuring highest level of customer satisfaction & provide common process experience to customer for new activation across the country
Job Responsibilities
Post-Paid Support
Postpaid adjustment management.
Initiate Prepaid Number Management System (NMS), Churning & Provisioning
Development of system with the help of IT to support comprehensive Post-paid Business model and subscriber management.
Align all the activities of Post-paid Provisioning to improve customer satisfaction.
Innovate new customer friendly activation strategies through technology.
Reviewing the operational KPIs of Partners/trade excellence.
Number life cycle management
Management end to end the below critical business number management process in accordance with Bharti number management guidelines.
Prepaid Provisioning (Mass)
Mass prepaid deletion process
Clean up of deleted numbers in all system and application nodes
Node synchronization
Provide weekly number management reports.
Maintain and monitor HLR utilization as per defined business parameter.
Mobile Number Portability
Process all port-in and port-out requests received.
Engage and manage all porting request with other operator within SLA following rules, guidelines and regulations set up by CAK Inter-operator MNP document.
Test all parameters of the new ported in customers ensuring that the SIM has latched into all network parameters required.
Place a welcome call to newly port in customer as per the welcome call scripts and procedure provided by the business.
Extract and analyze all porting reports and show trend analysis and the key drivers for porting activity.
Advise business on MNP strategies and process improvement
Churn management
Analysis of data gaps between Airtel and PRSP partners and provide business with process improvements based on inconsistencies/data gaps picked
Process Compliance
Set-up control-points and Triggers for Internal Control and Compliances
Track adherence to processes and business guidelines.
Sharing daily MI on daily failures and mismatches across systems
Reduce Customer complaints on Post paid and prepaid provisioning
Plan & implement a robust complaint management system at the Circle.
Analyze customer complaints process wise and design action plans for process improvement and influence the respective process owner for change.
Ensure 100% customer resolution to request raised by the customers and close loop the same within set SLA. Work with other cross-functional teams for process changes and other initiatives for enhancing customer experience in the zone (for reduction in time to activate and error free provisioning).
Education and Certification:
Must Have:
Bachelor’s degree in computer science or any other related field
Good Knowledge of SQL/MySQL/Oracle/DB2
Relevant Experience :
Minimum of 5 years operations background experience in customer experience department , with minimum of 2 years provisioning experience from telecoms
Experience with SQL/MySQL/Oracle/DB2
Skills and Competencies
Excellent communication, presentation and organizational skills
Positive & Flexible attitude
Ability to think clearly, identify risks, anticipate eventualities and resolve problem
Ability to understand and comply with business processes and procedures
Ability to interact & effectively communicate with user/partners & Vendors
Creativity (out-of-the box thinking) & Innovation
The deadline for the Application is September 14, 2024.
Only shortlisted candidates will be contacted.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of, among others, their race, disability, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need
How to Apply:
This is Full-time Job, To submit your application, please follow the link provided below.
