Supervisor - Channel and Sales Support Service Centre at MTN

JOB DESCRIPTION
They will lead a team to provide world-class second line support across multiple channels. Their purpose is to:

• Lead, manage, and enable their teams to ensure success as well as CXO’s strategic and operational objectives placing MTN at the forefront of leading customer experience
• Ensure that all customer expectations across MTN’s approved second line support platforms for channels and partners are met and positive online sentiment is achieved and maintained
• Drive Digital engagement and ultimately transformation across the CX, transitioning internal and external customers from traditional touchpoints to Digital platforms
• Improved quality of customer support and service provided 
• Improved communication and connection with customers 
• Increased visibility and positive online sentiment 
• Improved efficiency and effectiveness with handling queries and resolving problems 
• Enhanced prioritisation of customer experience and brand perception 
• Revenue generation
• Oversee team’s performance, provide guidance, support, identify needs and manage the relations between employees and MTNSA

RESPONSIBILITIES
Customer Query Resolution Supervision 

• Operationalise CXO strategic plan (through team) against set targets and objectives, and in alignment with the broader CXO strategy 
• Provide input into the long-term plan (2-3 years) for Digital Service 
• Ensure that all staff are clear about what is expected of them with regard to internal and external customer service, leads generation, and contact prevention 
• Ensure that coaching on customer contacts is done on a weekly basis using the set coaching and evaluation tools 
• Facilitate VOC/calibration sessions in the team to ensure that the culture of #CXtramilers is constantly embedded within CXO 
• Regularly conduct live and history quality assessments of the team. Take corrective action where people have failed to meet service standards 
• Ensure that agents are owning and resolving escalated customer complaints - FCR achievement is embedded in the team’s culture 
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness 
• Maintain continuous feedback loop with direct reports and ensure communication to keep stakeholders informed of actions and finally of resolutions provided. 
• Review formal business communication for channel and sales partners and/or customers once resolution has been achieved 
• Work closely with with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual disputes are at play 
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience 
• Provide incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc. 
• Drive a culture of EPIC customer experience and sales-through-service Revenue Generation 
• Provide CXO revenue opportunities by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain MTN customers 
• Set targets inclusive of CXO revenue generation targets and individual revenue generation targets with the OMNI channel teams. Support team in achieving targets 
• Tracking revenue generation goals and reporting results as necessary 
• Develop OMNI channels teams through motivation, coaching, and product knowledge education. 
• Promote the organisation and products through existing customer contacts 
• Drive the take up of self-help and digital services through coaching and evaluation of agents 
• Justify and record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention

QUALIFICATIONS

• 3 year Degree / Diploma in Marketing / Communication, PR, or related
• Minimum of 3 years’ experience Leader within Customer Care environment 
• Supervisor/Team lead experience will be advantageous 
• Experience working in a medium to large organisation. 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures