Capabilities and Touch Point Manager
Telecel Ghana
AI assistant
Job Description
Summary
This position is responsible for designing and implementing a holistic service strategy tailored to Small and Medium-sized Enterprise (SME) clients, guaranteeing a unified experience across Experience Centers, retail locations, service management units, and digital channels. The role centers on reimagining operational workflows, identifying opportunities for optimization, and driving strategic projects that significantly enhance service quality. By proactively mitigating process gaps and inefficiencies throughout the customer lifecycle, the incumbent will influence performance metrics, handle escalations to maintain high satisfaction, and optimize recovery times to adhere to rigorous service level agreements. Additionally, the role drives revenue growth through targeted product education, accelerates digital platform uptake among SME and SoHo segments, and delivers consistent performance analytics to leadership
This position is responsible for designing and implementing a holistic service strategy tailored to Small and Medium-sized Enterprise (SME) clients, guaranteeing a unified experience across Experience Centers, retail locations, service management units, and digital channels. The role centers on reimagining operational workflows, identifying opportunities for optimization, and driving strategic projects that significantly enhance service quality. By proactively mitigating process gaps and inefficiencies throughout the customer lifecycle, the incumbent will influence performance metrics, handle escalations to maintain high satisfaction, and optimize recovery times to adhere to rigorous service level agreements. Additionally, the role drives revenue growth through targeted product education, accelerates digital platform uptake among SME and SoHo segments, and delivers consistent performance analytics to leadership