Lead Customer Experience Performance-Jamaica

Description

Responsible for working with Customer experience team to capture and track contact center stats, Fields services reporting, and all related customer issues

Job title	Lead Customer Experience Performance
Location	Jamaica
Division	Technology
Reports to	Head of Capacity and Performance: Gregory Smith
Direct Reports	None

Purpose of the Role

Responsible for working with Customer experience team to capture and track contact center stats, Fields services reporting, and all related customer issues. Drive the integration of these metrics into the Network data and ensuring proper granularity of the data. .

Primary Accountabilities

• Drive all Data collection with Customer experience teams ensuring accurate data and proper granularity. For all required reporting: GTLT, Montly reporting, Weekly reporting, etc…
• Work with Performance leads to align and match data with network data.
• Support the development of any tool or process to drive first time resolution in the contact center.
• Support the IT with any data required during the development process to ensure proper fields, sub categories, etc… are accurate and meet requires based on report analysis outcomes.
• Work with and support the Capacity planning and performance leads on all KPI tracking and deliverables. Ensure that the required data is being provided for proper capacity planning
• Work with and support Development and integration lead to ensure all required data is captured for trending purposes for capacity planning needs.
• Support Customer experience with any required data on future capacity planning needs and requirements
• Drive any third party company supporting in the delivery of KPI’s for reporting or auditing of network metrics.
• Support in analysis of reporting for all CWC markets:16 Caribbean markets and Panama
• Drive development of New KPI’s and data as needed  for proper and accurate planning
• Work with systems such as Tableau, Excel, Multiple databases, Solar winds, Cacti, Nagios, Kibana,  to create capacity planning and trending  reporting.
• Support customer experience and Performance team with validation of new tools to drive better metric tracking and deliver QoE metrics that align to customer pain points.
• Work with all teams to develop processes to improve automation and proactive actions to improve Customers experience.
• Support Capacity planning lead in projections, and trending data to ensure we have the right data and statistics for correct future planning and CAPEX planning.

Experience

• 1-3  years’ experience in a customer service role or support of customer service.
• Experience in Telecom a Plus
• Experience with IP, and MPLS technologies a plus
• Experience with interaction with Telco carrier  Voice/Data providers a Plus

Skills

• Knowledge of Broadband (DSLAM, MSAN, IP core, BRAS), WiFi , TV and Metro Ethernet operation knowledge strongly desired
• Strong analytical and problem solving acumen, enabling support and assistance in advanced troubleshooting of customer and network based issues.
• Excellent interpersonal and communications skills (verbal and written).
• Must have strong understanding of all Microsoft Office applications, including Visio, Powerpoint, Excel, and Project.
• Experience with Tableau, Excel pivot tables, Database SQL data pulls is a plus.
• Understanding of base Telecom KPI’s and planning details such as: ASR, ACD, Availability, Capacity planning, Erlangs/Erlang B, Grade of service, etc..

Key Behaviors

• Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
• Ability to build and sustain excellent relationships at multiple levels internally and externally with an emphasis on colleague engagement and teamwork.
• Self-motivated with the ability to take initiative in identifying and resolving problems independently.  Monitors own work for quality.
• Strong planning and troubleshooting skills. Ability to assess impact of decisions.
• Personal drive and commitment to quality
• Positive attitude
• Team player
• Required to travel to other Business Units within the Caribbean.
• Required to travel for training as needed.

Educational Qualifications

University degree (BSc) in Electrical Engineering (Electronics & Telecommunications), Computer Engineering or Computer Science or relevant discipline required.


Working Practices & Relationships:

• Key working relationships
• Lead Performance Engineers and Development Lead to ensure proper data is provided and captured
• Network engineering teams for design collaboration on capacity planning required for CAPEX and future project planning.
• Network operations teams responsible for monitoring core voice services and network up-time.
• Customer Experience teams responsible for capturing and providing metrics on customer issues and pain points.
• Project management Office teams responsible coordination and tracking and fixed voice related projects.
• Consumer product team to capture details on future plans to ensure accurate projections when performing capacity planning.
• Key Deliverables
• Drive data capture, and analysis of customer experience data.  Drive mapping of data to KPI’s validating the input and out put.
• Support Development of new KPI’s to align with reporting issues from Customer experience.
• Develop and drive implementation of new process for data capture as the need arises when new features, new nodes, new issues, are found.
• Drive clean up in reporting categories and metrics as issues are resolved and moved off the list.
• Support Engineering and Performance team in Develop and drive of key documentation standards and management.
• Support as needed in creation and development of new KPI’s, data, reporting, automation required to ensure improvements in customer experience.

Other Functions

Liaises with: Suppliers of Telecommunications equipment and services; Contractors; Key Customers

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