CRBT & IVR Senior Specialist
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| CRBT & IVR Senior Specialist | وظائف شركة سوداني |
Job Description
Job Title CRBT & IVR Senior Specialist
Division Marketing
Department Digital and Financial Services
Section VAS & Digital Services
Unit VAS
Report To VAS Manager
Main Job Purpose:
The primary objective of this role is to contribute to managing the daily operations of Value-Added Services (VAS), troubleshooting Service Provider (SP) complaints, handling SP invoices, and overseeing daily broadcasts. This role is essential for ensuring seamless service delivery and operational efficiency.
Additionally, the role helps to maintain high levels of customer satisfaction, minimize service disruptions, and ensure accurate and timely billing.
Duties & Responsibilities:
1. Oversee daily operations for VAS content services, including addressing and resolving service
provider (SP) complaints.
2. Handle SP invoice management and processing, ensuring precision and timely execution.
3. Execute daily broadcast schedules and track service performance metrics.
4. Compile operational data and generate insightful reports to drive continuous improvement.
5. Verify adherence to service level agreements (SLAs) and operational guidelines.
6. Coordinate with internal teams to swiftly resolve operational issues.
7. Track market trends, competitor actions, and regulatory updates to align operations with strategic
objectives.
8. Prepare comprehensive monthly revenue analysis and reports for VAS content services.
9. Aid in creating and maintaining communication channels for SP-related activities and services.
10. Collaborate with cross-functional teams to effectively tackle service disruptions and operational
hurdles.
Feb. 2025
Behavioral Competencies
1. Communication: Clearly and effectively conveying information to ensure understanding by all
stakeholders.
2. Collaboration: Working cooperatively with others, including cross-functional teams, to achieve
shared goals.
3. Problem Solving: Identifying issues, analyzing possible solutions, and implementing effective
resolutions.
4. Attention to Detail: Ensuring accuracy and thoroughness in all tasks and processes.
5. Result Orientation: Focusing on achieving goals and delivering high-quality outcomes.
6. Organization Skills: Efficiently managing tasks, time, and resources to maintain smooth workflows.
Technical Competencies
1. Strong Understanding of VAS Services: Comprehensive knowledge of Value-Added Services and
their operational requirements.
2. Operational Troubleshooting Skills: Ability to identify, analyze, and resolve operational issues
effectively.
3. Reporting: Skill in creating detailed reports and analyzing them to derive actionable insights.
4. Market and regulatory Monitoring: Ability to monitor market trends, competitor activities, and
regulatory changes to ensure operational alignment with strategic goals.
5. Data Analysis: Competence in compiling operational data and generating insightful reports.
6. Invoice Management: Proficiency in handling and processing invoices with accuracy and timeliness.
Qualifications
Education
• A bachelor’s degree in IT, Business Administration, or any other related field.
• MBA is preferred.
Experience
• 0-1 years of experience in a related field.
• Experience in the Telecommunication industry is mandatory.
Certificates A professional Marketing Certificate is considered.
Language Fluency in Arabic and English (Written & Spoken).