Supervisor - ICT Management Technology Information at MTN

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)     

Input into Operational Planning

• Input into the long-term plan (1-2 years) for the Enterprise Operations Contact Centre
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level 
• Input into identifying ways to fine tune systems in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
• Plan for resources against shrinkage
• Plan for staff training and development
• Planning of contact centre activities
• Supervise all work relating to tickets linked to the OPCO’s that the supervisor is assigned to. Ensure it gets the necessary attention. 
• Act as 1st line escalation for all OPCO’s assigned to you

Operational Coordination

• Ensure that TCOE Operations benchmarks are attained as defined by the Manager
• Supervise TCOE Ops Agents to react to all queries effectively and promptly i.e UCC, IOT, Cloud Security etc…
• Ensure First Call Resolution as far as possible
• Ensure that the correct actions and escalation procedures are properly adhered to
• Handle escalated queries from clients, account managers and Global service managers as well as keeping TCOE Management updated and informed on progress
• Provide on-the-job training and guidance to TCOE Ops resources 
• Assist staff in the diagnosis of difficult Incidents/tickets. 
• Provide ideas and feedback on software, tools, procedures, and improvements in the TCOE Operations environment
• Develop technically and personally through attendance of technical and inhouse training sessions
• Promote a service-oriented work environment
• Perform quality checks and monitor calls on an ad hoc basis
• Provide second tier support and third-party support
• Directly supervise and co-ordinate day to day technical operational activities 
• Ensure that all SLA’s with internal and external suppliers are adhered to
• Monitor telephonic service levels and take action as required
• Evaluate situations and determine the best methods to reach defined outcomes
• Coordinate gather all resources to deal with escalations effectively
• Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
• Perform daily controls related to performance, productivity, risk, etc.

Customer Service

• Understand customer needs and input into the development and fine-tuning of systems accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Ensure that customer expectations are managed and that the customer is satisfied with the service
• Act as 1st line escalation for EBU and Customers 

Reporting

• Identify and prepare relevant information and data for reporting purposes
• Prepare daily, weekly, and monthly management reports 

Job Requirements (Education, Experience and Competencies)     

Education: 

• Minimum of 3 year degree/diploma in Information Systems or Computer Science. 
• Relevant certification / accreditation (e.g. ITIL V3) 

Experience:

• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
• At least 3 years technical/IT customer services experience in the telecoms industry
• At least 3 years of leadership experience in similar positions, in fast-moving industries
• Experience in a contact centre environment is an added advantage