Controller, Contact Centre Performance Tracking at MTN

Job Summary:

• To provide support for the department’s operations through efficient management of communication functions, training, orientation of new hires, PPP audits & Management,
• Performance tracking and evaluations, employee on boarding and off boarding management and
• Vendor Management.

Job Role

•  Implement Mobile Money business plans and overall business strategy.
• Analyse quality assurance feedback and lead team to organise and provide reports on
• Needs Analysis (NA), Mystery Shopping (MS), Knowledge Test (KT) and Customer
• Feedback surveys (CSF).
•  Oversee training delivery and prepare and enforce training schedules, conduct training
• evaluations and provide monthly training and coaching reports to Managers.
• Oversee the monthly performance evaluation process and compile and publish agents
• and supervisor’s monthly evaluation results.
•  Conduct staff surveys and lead team to design, administer and report on staff satisfaction
• surveys.
•  Ensure consistency in internal communications (e.g. conduction of briefing sessions on
• Products & Services) and enforce adherence to briefing schedules.
•  Participate in customer satisfaction initiative and meet deadline for actions on CS
• initiatives.
•  Assist in the design and effective circulation of PPPs to all staff, provide compliance
• reports and action plans.
•  Gather customer insights from customer interactions in order to inform product/service
• creation and enhancement.
•  Attend to escalated customer complaints and efficiently resolve in a courteous manner,
• via all customer contact channels (i.e. walk in, WhatsApp, Phones calls, emails, etc).
•  Undertake products or service Activation/Deactivation for customers and respond
• correctly and efficiently to customer demand.
•  Provide hands-on support for customers on phone usage and functionality as well as
• solve data related issues.
•  Constant engagement of staff on new products and services including Data and Digital.
•  Effective engagement of vendors to drive performance, identify opportunities for
• improvement and drive customer experience.

Context:

•  Dynamic and highly competitive telecommunication & ICT industry
•  Highly regulated environment
•  Regionalization structure implication
•  Performance driven environment
•  Developing sophisticated Client base
•  Diverse cultural environment
•  Contract Employees management
•  Multinational environment – Telecoms, Banking & Finance, and ICT Industry best practices
•  Matrix and project environment

Education:

•  University Degree in the Social Sciences

Experience:

•  3 years relevant experience.
•  Experience in telecoms vendor management is an advantage.
•  People, stakeholder and partner management is a key asset with demonstrated supervisory capabilities

Professional/Technical competencies:

•  Customer Relationship Management
•  Project Management
•  Stakeholder management
•  Contract Management
•  Telecommunications Business Savvy
•  Microsoft Office (Word/Excel/Power Point/Visio)