Description
CEM OPERATION CONSULTANT
We are currently recruiting for our client, a prestigious telecommunications company to join their project in China.
Position Title: CEM Operation Consultant
Position Type: Contract
Start Date: May 2015
Duration: 6 or 12 months initial
Location: China
Responsibilities:
- CEM Operations.
- Operation Transformation - from Network oriented to Service and User oriented operation transformation, such as NOC to SOC/CEC, or current mode operation to future mode operation.
- Responsible for development of NOC to SOC transformation plan, review of customer processes, incorporate and optimize designed processes to operationalize Service Operations Centre.
- Review operator's customer experience management maturity and analyze gaps
- Prepare and update consulting delivery documentation
Qualifications/Skills Required:
- 10 + years of experience in CEM solutions, deep understanding of operators requirements.
- Strong understanding of network KPIs in mobile network domain
- Knowledge of subscriber complaints process in the network domain in operators' environment
- Deep understand CEM strategic organization - framework definition, corresponding role
- Be familiar with CEM strategy implementation plan, milestones and evolution path solution recommendations.
- In-depth understanding of eTOM business framework, CXM model, CEM maturity model, ITIL process, lean process, or TQM (total quality management), TL9000 and Business Case build.
- Languages: English
Please submit your CV quoting reference: MGDS_CEMO5736 or call Dalibor
If you know of anyone within your network who may also be interested in this position, we highly appreciate you forwarding this position to them.
Please note:
- That we do all we can to respond to your application but if we have not contacted you within 2 business days following your application, it is likely we are not able to consider your application for this position.
- We cannot consider your application for this position if you are currently working for our client. Your application can only be considered if you have written confirmation you are leaving your current position.