JOB DETAILS:
Main Job Functions:
• Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre
• Drive and effectively run daily debrief / hurdle sessions

• Ensure target achievement of all customer experience & service targets in the Service Centre
• Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines
• Prepare weekly reports (CLF, Inventory, Sales, Performance Management) ▪ Drive and support all companywide business initiatives in the assigned Service Centre
• Plan workloads and rota for the team
• Ensure prompt settlement of Service Centre bills by MTN
• Coach to ensure right behaviours are lived
• Perform relevant duties that may be assigned by the Manager - Service Center Operations
• Liaise with other stakeholders to achieve business objectives

• Management of frontline staff & Third-Party agents in the Service Centre
• Manage waiting time and transactional time in the Service Centre per service level agreement
• To manage relationships and nurture synergies with the supporting business units
• Manage the Service Centre and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors.
• Implement appropriate strategies to manage risk within the Company risk appetite parameters.
• Implement Enterprise Business Unit strategies in the Service Centre

Education:
Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
Experience:
• At least 4 years’ experience in a service environment
• At least 3 years managing people
• Good knowledge of sales and retail Industry trends, best practice retail and service principles.

Training:
• Sales and Customer Service.
• Introductory Project Management
• Report Writing.

Skills/Physical Competencies:
• Customer Care Principles & Techniques
• Computer Skills
• Stress Management
• Problem Solving, Flexibility
• Communication Skills
• Coordinating Techniques
• Interpersonal skills