Position Overview
Role Purpose
The Mobile Resolution Manager will assist the Customer Operations Manager to ensure the overall design and execution of Second level Support Mobile Experience for Vodafone GhanaThis include but not limited to:
Ensure all Second Level Support Standards are implementedEnsure all Second Level Support Journeys and Experience are delivered aligned with CXXTrack, Monitor and improve the identified Second Level Experience Pain Points for Vodafone GhanaDesign the overall Second Level Support Experience for Customers and all Frontline as well as the execution of the Operational Support Strategy in close collaboration with CXXDefine and measure CXX and Operational KPIs to ensure Second Level Support Experience is delivered in a manner that demonstrably maximises Customer Lifetime Value and Digital NPS while reducing customer churn and making the the Second Level Support channel via TOBi and MVA the preferred a...