Capability Improvement Manager    

To ensure we have the capability required within our products and customer experience team

What you do:        

• Drive improvement in the Skinny customer journey
  • Review all major touch points within the customer journey and own recommendations and delivery of improvements  
  • Liaise with all parties to ensure improvements are completed
  • Assist with call forecasting
  • Be the escalation point for customer issues
• Design and implement training for the operations team
  • Design training material and complete regular training sessions for all Skinny reps, local and to the manila team
  • Listen to calls and complete coaching on a regular/weekly basis
  • Pass on any performance issues to the Operations Manager   
  • Complete induction training of all new reps
• Manage the small team of technical / product support
  • Profitability - ensure the team are on top of all network / fraud issues to ensure we are assured all revenues
  • Ensure walk out working – products are fit for purpose for "plug and play" once out of place of purchase
  • Be accountable for the team outcomes
  • Manage the porting process  
  • Assign products to the team as required for ownership
  • Oversee that all products are reviewed and assessed

Go above and beyond as required to achieve objectives and/or directives

Authorities
Authority for to establish and implement processes       
                                                     
Relationships
Reports to Operations Manager
Leads Product / Technical support team
Trains and coaches reps in NZ and Manila
Key relationships with managers across Skinny

Performance
Positive brand image with customers
Engagement of staff

What you need
People first, understanding people, show care and relationship management
Passionate and excited about new technology
Positive attitude, crisis management, not too emotional, no knee jerk reactions under stress
Not afraid to take calls
Ability to design and implement training
See bigger picture – macro level with micro procedures
Problem solving – understand the network and mobile phone technology
Self-motivated keep yourself excited and entertained

 Apply Now