Manager - Real Time Monitoring and Incident Management.Commercial Operations SA at MTN

JOB DESCRIPTION

• The manager of Real Time Analysis and Incident Management twill lead the Real Time Monitor and Issue Incident Management function for Customer Operations and is responsible for monitoring and optimizing customer service performance, volume handling, staffing and schedule adherence; logging and owning issue resolution follow up and communication, impact analysis and reporting on incidents escalated to the Nerve Centre with the end view of enhancing the customer operations service delivery.

RESPONSIBILITIES
Input into Operational Planning

• Lead the development of critical operational input into the short to medium-term plan (6 – 12 months) for the Customer Service Operations Processes and procedures
• Research and consider best practice, local conditions, trends, as well as competitor activity on service operations support through the nerve centre
• Contribute towards continuous improvement and innovation to reduce incidents and issues impacting call centre operations
• Input into identifying ways to fine tune systems in line with changing work practices collaborating with Operations; IS and Continuous Improvement teams
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs and achieve service KPI’s
• Planning and co-ordination of call centre activities to minimise impact on service in call centres

Real Time Operations Management

• Lead and support the Real Time monitoring team in day to day tasking, decision making and operations configuration activities to achieve optimal service to MTN Customers.
• Liaise and engage Contact Centre Operations for service recovery activities including but not limited to: frontline agent activities; routing, staffing and skilling to achieve service KPI’s
• Liaise and engage IS and supporting functions to ensure service impacting incidents are proactively managed and resolved with minimal impact to operations
• Manage escalated incidents with severe impact to operations for speedy resolution

Issue / Incident Management

• Lead and support the Issue Incident Management team supporting Call Centre operations to ensure speedy service recovery so that service KPI’s are attained
• Engage and co-ordinate IT and Technical team responses towards incident resolution and problem identification through repeat incident analysis
• Manage escalated incidents pending to ensure resolution within SLA collaborating with IS and Operations Management
• Ensure that all SLA’s with internal and external suppliers and functions are adhered to in issue identification to resolution
• Coordinate teamwork between Real Time Monitors and Issue Incident Specialists around understanding of and achievement of service and support objectives
• Provide reporting and statistical analysis to CX and IS management for decision making around incident occurrence, impact, resolution and high-level root cause analysis
• Put effective methods and standards in place to minimise contact centre operational impact due to issues incidents
• Identify trends and implement corrective measures
• Provide insights and support to Continuous Improvement Team to help resolve root cause of recurring incidents
• Support unit operations by maintaining strong internal and external customer relationships.

Reporting

• Implement and Manage interval reporting for service performance and incident management for all CX stakeholders using mobile platforms
• Identify and prepare relevant information and data for reporting purposes on Volume handling vs Forecast; Incident resolution and Impact
• Prepare daily, weekly and monthly management reports for your function
• Make assessments of and draw solutions from qualitative and quantitative data.
• Provide CX insights into the data and trends to assist with root cause analysis

Process and Procedure Effectiveness

• Assist with defining and monitoring the execution of processes and procedures for the Issue/Incident and Nerve Centre function in Workforce management and Analytics
• Ensure that all processes and procedures implemented are aligned to the set operational framework for the unit and support service monitoring and recovery in CX Operations
• Ensure that CX Operations workflow continues without interruption by proactively identifying and pre-emptively managing potential issues/incidents
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance of Issue/Incident handling in MTN and Outsourced Partners
• Put feedback systems in place to improve and adapt services to changing demands and customer service recovery campaigns
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data

Customer Service

• Understand customer needs and input into the development and fine-tuning of systems accordingly
• Empower reports to proactively anticipate and manage customer service impacts creatively using available skills/resources
• Contribute towards initiating change to continually improve all aspects of service delivery
• Assist in identifying trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
• Ensure all customer and operations impacting incidents are attended to and resolved within agreed SLA’s
• Consider the implications of actions to be taken for the customer and the effect of actions on the customer
• Ensure the delivery of first time right service excellence
• Execute on campaigns planned for impact and measure and report outcomes

People  & Culture Management

• Lead and manage direct reports, working with them to support and improve the customer experience
• Attract, develop and retain appropriate talent
• Create and implement personal development plans
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Improve the Employee Engagement Index through valuable contributions of the GCA
• Act as an ambassador for the CX team by living the Brand values and vital behaviours
• Make the environment the best place to work
• Manage Employment Equity and diversity
• Coach and guide subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively

QUALIFICATIONS

• B Comm. or equivalent degree
• Call Centre Management Qualification or Certification an advantage with bias on statistics, workforce planning and analytics
• Fluent in language of country with basic command of English