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  • Posted: Jan 15, 2020
    Deadline: Jan 21, 2020
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    MTN is a leading emerging market operator, connecting subscribers in 22 countries in Africa, Asia and the Middle East. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code: MTN. As of 30 June 2013, MTN recorded 201.5 million subscribers across its operations in Afghanistan, Benin, Botswana, Cameroon, Cote dIvoire, Cy...
    Read more about this company

    Supervisory Contractor, Carrier Operations

    Job Summary:
    Provide support in collating and analysing financial information in order to monitor performance at an enterprise level.


    Job Role

    •  Assist in preparation of Carrier Operations performance reports on a periodic basis for the Opco
    •  Lead data gathering initiative for conducting performance analysis
    • Collate inputs from different systems or place requests with different stakeholders to gather raw information required for performance analysis
    •  Validate accuracy of information provided prior to commencement of analysis (basic reconciliations like trend analysis, variance analysis etc)
    • Liaise with business for clarifications on inputs provided
    •  Prepare initial drafts of reports on agreed metrics as per defined performance analysis schedule/ calendar
    •  Submit initial drafts of analysis for approval and validation with the Business & Carrier
    • Operations Manager (as per defined delegation of authority)
    •  Analyse result to determine business performance
    •  Liaise with different stakeholders to discuss performance results, determine root cause for deviations (if any) and derive best suited action plan
    •  Obtain and consolidate responses from the relevant stakeholders based on the report being produced
    •  Liaise with SSH to validate AP, AR payments transactions recorded by the SSH team in EBS
    •  Invoicing, Settlement, Credit collections from interconnect partners
    •  MTN GlobalConnect reporting
    •  Liaise with RAFM to track SIMbox and IPRS fraud

    Context:

    •  Dynamic and highly competitive telecommunication & ICT industry
    •  Highly regulated environment
    •  Performance driven environment
    •  Diverse cultural environment
    •  Group best practices & standards alignment
    •  Regionalization structure implication
    •  Supply market demographics
    •  Opco specific restrictions on local content

    Education:

    •  Bachelor’s Degree in Finance, Accounting or a related field of study.

    Experience:

    •  2 years relevant experience in a similar role

    Professional/Technical competencies:

    •  Working knowledge of MS Office (Word, Excel, and Outlook)
    •  Knowledge of Wholesale Telecom environment
    •  Knowledge of telecom fraud management

     

    go to method of application »

    Controller, Contact Centre Performance Tracking

    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)

    Method of Application

    Interested and qualified applicants should send their Curriculum Vitae by 21st January, 2020 to:
    Email: [email protected]
    Kindly indicate the Position (exact role you are applying for) in the email subject and note
    that only shortlisted applicants will be contacted.

  • Send your application

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