Interactive Channels Management Section Manager

Job Purpose

Jobs at this level are responsible for developing and implementing strategies for interactive channels to enhance customer engagement and satisfaction. The role involves managing various interactive platforms, ensuring a seamless user experience, and driving continuous improvement through user research and feedback. The incumbent will assess market trends, customer needs, and performance metrics to propose enhancements and align interactive channels with organizational goals. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures

Job Responsibility

Managerial Responsibilities

• Participates in the development and implementation of the Omni-Channel & Content Management plans, in line with corporate objectives.
• Directs and manages the Interactive Channels Management mandates, providing leadership and facilitating work processes to achieve high-performance standards.
• Interprets and implements change in the Interactive Channels Management, providing guidance and support necessary for continuous improvement.
• Ensures compliance with organizational policies, procedures, and quality standards in the Interactive Channels Management.
  
  

Core Responsibilities

• Provide required inputs to design the interactive channel and content strategy and lead its implementation.
• Propose interactive channels enhancements initiatives to be included in the roadmap.
• Manage and optimize all Enterprise interactive channels (IVR, SMS, WhatsApp, etc.) to ensure a seamless and user-friendly experience for customers.
• Develop and maintain required guidelines for interactive channels.
• Conduct periodic assessments of interactive channels to identify improvement opportunities.
• Assess customer needs, market trends, and VOC reports to synthesize requirements for interactive channels.
• Perform user research activities on the usability of interactive channels across all available technologies.
• Develop interactive channel trees/flows across personas, products, and touchpoints in alignment with journey design.
• Design content for interactive channels in collaboration with related stakeholders.
• Optimize interactive channels to enhance customer engagement and satisfaction.
• Align with business stakeholders and provide necessary inputs to design new features and functionalities related to interactive channels.
• Analyze interactive channels-related KPI performance and suggest enhancement initiatives.
• Identify issues to be addressed and suggest potential improvements for interactive channels.
  
  

People Management Responsibilities

• Defines goals and key performance indicators for team members and ensures effective application of the performance management process.
• Directs planning and selection of manpower in the Interactive Channels Management, in line with business and operational plans.
• Ensures a high level of employee engagement and capability development by providing ongoing feedback and coaching to team members
  
  

Job Responsibility (cont.)

Years Of Experience

+6 Years Of Experiance

Nature Of Experience

 Prior experience in interactive channel management in a telecommunications environment.

Job Band

Managerial

Skills

Education

Bachelor Degree in Business Administration or any other relevant majors or Engineering

Masters Degree in Business Administration or any other relevant majors or Engineering

Additional Education

Certifications