Manager - Channel Sales and Support Commercial Operations SA at MTN

Responsibilities

Operational Planning

• Optimise and align operational targets, processes and systems to business strategy of the Customer Operations Unit
  Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
• Define, implement and operationalise the strategy, business plan and processes for the Sales Contact Centre and the High Volume Repair Centre taking into consideration the long term (1-2 years) implications of actions
• Develop and implement strategies for Workforce Management
• Ensure that functional structures optimise the utilisation of available resources
• Define and implement customer centric processes
• Define service levels and processes and ensure that they are achieved
• Align contact centre initiatives to appropriate customer requirements
• Define and implement processes to achieve and improve customer satisfaction ratings
• Conduct ongoing operational analysis on the systems and structures in the contact centre
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity in the management of contact centres
• Maintain industry benchmarks within the telecommunications and contact centre industries
• Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals
• Identify and define areas of improvement within service delivery and customer care
• Optimise systems in line with changing work practices, providing the context for those providing service
• Proactively identify potential areas of risk and put contingency plans in place
• Plan and manage resources (people, finances and products)

Retailer, Channel & Sales Operational Effectiveness

• Manage and monitor core operating systems
• Communicate, implement and monitor quality targets
• Ensure that service level agreements are in place with internal parties as well as external parties and manufacturers of handsets
• Monitor and ensure compliance with agreements
• Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on contact centre workforce management
• Manage escalated calls and queries
• Review quality management
• Ensure that all faults, coverage problems and quality complaints are logged and dealt with effectively
• Ensure that technical areas deliver consistently high standards of service
• Investigate trends and ways of improving operations
• Ensure excellence in repairs and minimum return rate
• Ensure that effective systems are in place to manage channels and sales customer satisfaction support, handset repair issues, after sales care and customer education
• Ensure queries and needs of internal and external customers are attended to as required within procedures.
• Attend to e-mails, faxes and all other correspondence from internal, external customers, dealers and top management on coverage, network quality problems and handset repairs

Customer contact and service enhancement

• Investigate, research and maximize technology to give state of the art customer service
• Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans
• Review current methods, PPP’s and systems and make recommendations for improvement and changes based on the analysis of the trends and patterns identified in the real-time operational performance data

Customer Management

• Contribute to the development of customer experience aligned strategies
• Contribute to the development of the operational plan in alignment with the overarching strategy.
• Execute the agreed tactical projects based on the areas operational and strategic intention.
• Cascade the vision for the unit to ensure that the expectation of the customer is met. Ensure that knowledge around customer sentiment and conversion to positive sentiment is a priority & proactive measures are in place to support the vision 
• Manage the quality across teams proactively & reactively to ensure minimal to no negative brand impact. 
• Ensure that training is customized to ensure the success of the department 
• Ensure that relevant processes are in place, that they meet the standards for excellent customer experience, that system access aligns to “first contact resolution” for the department.
• Works with stakeholders within the organization to resolve customer issues that are not caused by CSO staff e.g. Technology, Processes, Marketing, etc .
• Drive a culture of effortless customer experience.

Values 

• Build employee relations and collaborative teamwork.
• Manage Employment Equity and diversity.
• Build professionalism, loyalty and commitment to the organization.
• Communicate actively and effectively resolving any potential conflicts that may arise.
• Display insight into leadership style. How it influences performance positively and negatively.
• Manage boundaries that separate units in order to optimise workflow.
• Live the MTN Brand – change and influence employee behaviour.

People and Culture

• Ensure that all HR procedures governing performance management are adhered to
• Create awareness of how the strategic objectives link to individual KPIs
• Ensure that a full understanding of performance requirements is created for all staff
• Ensure that CSRs & Supervisors meet set performance standards & KPIs
• Conduct formal monthly reviews with Supervisors on their KPIs
• Hire, coach and provide training to personnel to maintain high customer service standards
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management

Qualifications

Education

• BCom. or equivalent degree or Diploma  or Matric with relevant experience
• Possibly a Call Centre Management Qualification

Experience

• 10 + years experience Customer Service
• Min 5 years in a Call Centre
• Min 3 years experience managing staff 
• Proficient in MS Office and call centre equipment/software program
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Skills

• Intermediate numerical skills
• Advanced Proficiency in Linguistic skills