Supervisor - Network Customer Solutions.Technology Information at MTN

JOB DESCRIPTION
Strategy Development

• Provide input into network quality and coverage strategies

Network Quality & Coverage

• Responsible for customer satisfaction and Quality Assurance in the Network Quality & Coverage Department
• Provide input on network quality and coverage improvement priorities across the network
• Assist NQ&C Manager in implementing tools and mechanisms to measure network quality and coverage
• Consistently Monitor the Network Quality and Coverage performance and implement corrective and preventative measures as required
• Alert NQ&C Manager of patterns in customer complaints
• Ensure that the regional network quality and coverage teams address and respond to all network quality and coverage queries within agreed timeframes
• Assist NQ&C Manager in designing and implementing processes for prompt and effective handling of customer complaints directed to network
• Provide effective escalation of network quality and coverage problems that can not be resolved by regional quality and coverage teams
• Assist NQ&C Manager in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify and report key improvement areas based on customer feedback
• Identify processes where quick customer complaint handling can be improved
• Ensure the maintenance and development of Network Quality & Coverage systems in line with other Customer & MTN Group needs, technology changes and products in the market, also ensuring:
• That record keeping of all coverage complaints received in FLS, ensuring that each complaint is followed up and completed
• That responses to all incoming coverage and network quality queries are maintained within the stipulated period
• To Assist with the investigation of coverage and network quality problems when needed
• To liaise with the P&O Division to assist in investigating and resolving coverage queries
• To inform customers and Customer Service of the outcome of investigations into coverage queries, within 2 weeks of the problem being reported
• To assist when necessary in the installation and setup of equipment in customers’ premises to improve coverage quality
• To facilitate the planning of new sites by means of proposals/petitions from customers
• To assist in the alignment of the Network Quality & Coverage department according to new support needs as MTN develops in the fields of Data & Voice.
• Network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

Communication and co-ordination

• Assist the Network Quality and Coverage management in guidance and support wrt the Network Quality & Coverage Helpdesk to resolve coverage and quality customer queries efficiently
• Ensure quality and coverage issues are tracked, managed and communicated along with plans for addressing these
• Assist in providing support for MTN Management queries regarding network quality and coverage
• Adhere to the processes in providing an effective line of communication between the between Network Group and MTN Customer Services and the end user, regarding Network Quality & coverage problems

Administration and Projects

• Manage the ordering, provisioning, activation and distribution of Sim cards and keep a constant check of stock levels.
• Approval and tracking of Works Authorizations
• Manage the processing of Requisitions and Invoices and ensure Purchase Orders get created.
• Ensure LAF’s get signed.
• Make constant inpections on the quality of the sub contractor wrt installations.
• Keep check on stock levels regarding BOM’s(Bill of Materials) for installations.
• Database management of all stock and distribution thereof, on a National and Regional basis.
• Ensure accurate and timeously weekly and monthly reports regarding stock levels and installations.

Assistance in the following could be required from time to time:

• To  provide budgetary input for network quality and coverage measurement tools and reporting systems
• To track overall expenditure on network quality and coverage measurement tools and reporting systems
• To provide budgetary input regarding customer premise quality and coverage enhancing equipment provision, installation, management and support
• To track overall expenditure related to customer premise quality and coverage enhancing equipment
• To identify cost efficiencies regarding network quality and coverage measurement tools and reporting systems
• Supervisory / Leadership / Managerial Tasks: 

Customer advocate

• Serve as customer advocate for national customer issues reported.

Project management

• To assist the NQ&C manager and in his absence, coordinate and implement NQC requirements, the NQC Supervisor must be able to act as project manager to achieve requirements. This includes chairing meetings, keeping meeting records and actioning of agreed targets for effective outcomes.
• Leadership is demonstrated during the planning and execution of requirements (probing questions that stimulate thinking), initiative and drive to not only constantly improving the systems and process environment within MTN SA, but also recommending good quality solutions to complaints and risks being managed. Working with all key management interfaces of the applicable business units are critical to ensuring cooperation and aligned outcomes.

Communication and Influence

• Due to the creative nature of the complaint and risk resolution process, the NQC Supervisor is able to lead by communicating ideas with subordinates, peers and leaders and is able to convince and influence others.
• Excellent communication and negotiation skills are essential as this forms an important part of the relationship with customers, partners and suppliers.

Minimum Requirements

Education:

• Minimum of 3 year degree/diploma in IT or Communications or Telecommunications
• Mobile telecommunications Certificates
• Fluent in English

Experience:   

• Minimum of 3 years’ experience in customer complaints - technical support; with experience in supervising others
• Experience working in a medium  organization