Coordinator: Communications, Processes & Procedures Improvement

Coordinator: Communications, Processes & Procedures Improvement
Coordinator: Communications, Processes & Procedures Improvement

5 Julho, 2019

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y accountabilities and decision ownership:

  • Create, plan and implement processes and procedures to guarantee an improved operation;
  • Support the operational teams to create and implement their working processes and procedures;
  • Create and review all the communication that is shared with our Customers and employees (touchpoints);
  • Review our social media platforms (App, website, facebook and etc.) to assure it has the correct language, aligned to our ways of communicating;
  • Review and follow up activities relating to improvement of operational processes and procedures including maintaining a database of actions performed (ex. Changes of processes and reasons for changes);
  • Participate in program initiatives undertaken by the operations team (Call Centre; Credit control; retail and etc.);
  • Assess the communication model used in our touch points and recommend improved ways to increase the Customers’ satisfaction;
  • Support the training of new Team Members, as required;
  • Efficiently distribute the responsibilities throughout the team and follow up on its conclusion;
  • Assist any area with scoping new improved ways of working.

Key performance indicators:

  • Number of review processes & procedures with impact analysis;
  • 65% of FCR;
  • 80% of TNPS.

Core competencies, knowledge and experience:

  • Strong analytical skills;
  • Self-starter who challenges the status quo and strong work ethic;
  • Ability to work in a fast-paced, multi-task environment and apply various areas-specific business processes to individual service request situations;
  • Effective probing and problem-solving skills, with a demonstrated ability to gather information, assess issues accurately and assign the appropriate level of priority;
  • Demonstrated personal leadership attributes incorporating a commitment to ongoing development and continuous learning;
  • Established organizational, coordination, documentation and time management skills with ability to multi-task and sustain concentration over a prolonged period of time, paying attention to detail;
  • Strong interpersonal skills and demonstrated ability to work effectively in a team; and
  • Comfortable and effective working independently and interdependently.

Location: Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type : Full-time

Employment Type : Permanent.

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Closing Date: 11-Jul-19, 11:59:00 PM

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