Job Vacancies at MTN

About the Job

Mission/ Core purpose of the Job :

• The core purpose of this job is the development, optimization, and management of all content for mtnplay.co.za and its affiliate websites. In this role, the content manager will work closely with the Senior Manager: Platform Content to develop a channel and content strategy. They will be responsible for the implementation of these strategies according to global industry best practice. A key role will be to optimize content across all website categories and work closely with the Digital Service, Corporate Affairs, Brand Communication and Marketing teams to deliver content that drives business KPIs across brand sentiment and revenue.
• In this capacity, they will be responsible for publishing all content using the Content Management System (CMS).
• They will work closely with the Production Squad and develop and inspire the development of first-class content along with other content formats inclusive of videos, infographics, blogs, and data visualization to ensure optimal delivery of content to target audiences.

Job Specifications/ Minimum & Preferred Requirements

Education / Business Degree

• Certificate or Diploma in Online Marketing / Content Marketing

Work Experience

• 3-5 years or more experience in website content management. Experience in Drupal will be advantageous.
• Experience in SEO (Search Engine Optimisation) is advantageous
• Ability to conceptualize, scope and execute projects to strict deadlines.
• Self-motivated individual with strong, demonstrable bias for action.
• Experience in a high-paced consumer facing online environment is advantageous
• Working across diverse cultures and geographies is advantageous
• Experience working in a medium to large global / multinational organisation

Training

• Relevant training
• Industry / Certifications
• Any other relevant certification / accreditation / membership with professional body(ies) that become necessary, as the role evolves
• Any other specifications
• In-depth understanding of Content- Management Systems, basic front-end development skills will be beneficial
• Willing to think outside the box and challenge the status quo
• Ability to work and lead effectively in a fast-paced, dynamic telco environment

Competencies

• Global Talent Standards
• Head – Big Picture Focus (20)
• Strategy Implementer
• Decisive Problem Solver
• Best Practice Value Creator

Heart – People & Emotional Intelligence (30)

• Culture and Change Champion
• Guiding People Manager
• Relationship Builder

Hands – Results Focused (40)

• Results Achiever
• Operationally Astute

Key Performance Areas

• Measures (KPIs for job)

Key Job Responsibilities

Strategic Planning and Development

Strategy and Analytics:

• They will develop and oversee an integrated consumer website content strategy that encompasses editorial governance, and metrics, aligned with the business’s overall objectives.
• They will manage the day-to-day processes for sourcing information, analysing, and creating content.
• Manage the measurement systems that actively measure, manage, optimize, and communicate the performance of the content put out by the business against the business’s operational objectives and strategies.​​​​​​​

Research:

• This person plays an active role in research and formulates questionnaires and surveys, gathering information from key stakeholders in the Consumer Business Unit to determine the scope of work and key metrics of the different segments. Also, they will conduct research on the competitive environment and gather market data for the business and use the results to come up with well-informed topics and themes for further content creation.

As per business plan

Strategic Implementation

Consultancy:

• This person will be the main point of contact in the team managing the consumer web content and attend marketing and business meetings. They will play a consultancy role for the leads in the different consumer segments offering strategic counsel in their content planning, development, as well as overall strategies for key events and projects inclusive of major business conferences, and other key initiatives.​​​​​​​

Collaboration:

• They will play a collaborative role by partnering with the marketing team to support marketing activities such as product branding, content, and communication messages. They will also partner with the sales team for developing sales content and the identification of target consumers and identify potential markets.​​​​​​​

Content management:

• They will be responsible for uploading, updating, creating, and publishing all content using the CMS.
• They will define process and services to organize, store and optimize content, including asset management, analytics & quality assurance

Distribution:

• Managing the quality assurance on all content, managing the publishing & syndication of content to internal and external partners/systems to ensure consistent messaging across channels​​​​​​​

Optimisation:

• Apply SEO best practice and track and measure the performance of all web content.​​​​​​​

As per business plan

Strategic Management and Leadership

• Apply advanced subject matter knowledge to solve common and complex online content issues, within a broad framework
• Manage new Online Content initiatives through the Online Content team
• Partner across Online Channels and Products and Commerce to drive collaborative projects to completion and enable a cohesive customer experience across all Marketing touchpoints

As per business plan

Governance

Tactical meetings

• Prepare and contribute close-out feedback for the Review & Retrospective Forum to demonstrate delivered work and progress made against tactical Content goals set (bi-weekly / weekly)
• Prepare and contribute metric content and intel to the Round Up Forum to facilitate key decisions and attend to issue escalations
• Chair “Stand Up” meetings to set context for the upcoming day’s work for the Online Content team
• Participate and provide input into any other cross-functional tactical meetings

Escalations

• Manage and resolve complex escalations that have detrimental impact on critical paths of Online Content delivery
• Discuss potential solutions to persistent issues experienced by the Online Content Team that require formal resolution

Performance

• Co-own all web content metrics, targets and KPI’s to measure performance against MTN Strategy targets
• Review performance against agreed KPI’s and suggest corrective actions to mitigate missed targets

Report Generation

• Compile detailed monthly reports for the Senior Manager relating to progress made.
• Compile detailed reports for specific “special projects”, as and when necessary
• Provide detailed progress reports on Content outcomes to Senior Management

Budget Management

• Manage and optimise allocated budget, by keeping all expenditure in line with the agreed budget
• Maintain cost effectiveness through the effective monitoring of costs and determine initiatives to optimise resources

As per business plan

Stakeholders Landscape

Internal Stakeholders: Interaction and Relationship

• Corporate Affairs
• Consumer Business Unit
• Digital Services Business Unit
• Online Commerce Team
• Brand and Communications Team

External Stakeholders: Interaction and Relationship

• Contracted Agencies Network (Digital, Above-The-Line, Below-The-Line)

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About the Job

About the Job

• The Sales Contact Centre Team Leader's primary objective is to lead and manage a team of agents to maximise revenue opportunities and exceed sales targets. The role combines management, selling, coaching and leadership activities to enable the sales team to achieve their assigned targets. Operationally, the Team Leader is responsible for driving the implementation of Sales Contact Centre operational strategies ensuring that the business achieves its strategic objectives. To create and maintain a performance driven culture and ensure that contact centre processes and controls are aligned to the business objectives.

Responsibilities
Task Complexity:

• Input into Operational Planning
• Sets priorities, plans, organises and co-ordinates the work of others
• Ensure that teamwork practices are aligned with the overall sales strategy and objectives.
• Manage the execution of strategies to achieve sales contact centre metrics:
• Activations (Sales), conversion rates, QA scores, lead measurements and agent productivity.
• Develop a sales culture by sharing contact centre best practices, cultivating
• relationships and cascading information to agents.

Productivity and target management:

• Set and monitor agents performance objectives.
• Set, measure and monitor agent productivity targets and take the necessary corrective actions where required.
• Track and report daily, weekly, and monthly KPIs.
• Manage the team's pipeline and forecasting accurately.
• Develop monthly sale plans.
• Monitor outbound campaigns allocated to the team; update and review campaign scripts and processes to increase sales and conversion rates.
• Ensure efficient allocation and reporting of leads (outbound) and work queues(inbound).

Sales operations:

• Implement and uphold sales procedures and policies.
• Ensure compliance with operational processes and enforce customer-centric approach.
• Supervise sales agents' quality, production, and hours.
• Review, submit and track weekly overtime to ensure accuracy.
• Resolve internal and external sales contact centre issues as the final point of escalation.
• Ensure adherence to quality service standards in customer interactions.
• Improve customer experience and conversion rates through call listening, quality checks, coaching and feedback.
• Manage day-to-day processes, systems, tasks, projects, and communication.
• Analyse contact centre data to optimize shifts, lead utilisation and conversion rates.
• Prepare and deliver weekly/monthly reports and presentations to management.
• Work closely with the Marketing to ensure full utilization of all marketing campaigns.

People Management:

• Conduct weekly and monthly performance reviews with the team and formulate action plans to improve performance. 
• Actively manage non-performance though performance improvement processes. 
• Manage misconduct, disciplinary action and performance-related matters as per company policies. 
• Communicate information in a timely, accurate and understood manner to the team. 
• Recruit, onboard and retain skilled employees. 
• Coach, mentor and enable agents to achieve objectives. 
• Ensure continuous training in objection handling and up/cross-selling and sales conversion. 
• Develop and train team members, fostering engagement and understanding of career opportunities. 
• Reward and remunerate the team based on targets exceeded and as per the commission structure. 
• Motivate team for ownership, accountability, and teamwork.

Knowledge 

• In-depth understanding of sales strategies and techniques as well as contact centre operations and processes. 
• Understanding of key performance indicators (KPIs) relevant to contact centre operations. 
• Strong leadership skills to guide and motivate the sales team. 
• Ability to set performance objectives and monitor team progress. 
• Experience in managing non-performance and implementing improvement plans. 
• Knowledge of disciplinary actions and grievance resolution processes. 
• Skill in analysing contact centre data to optimise processes, shifts and conversion rates. 
• Experience in preparing and delivering performance reports and presentations.

Qualifications
Education:

• Minimum 3-year relevant qualification (Sales, marketing)
• Fluent in English

Experience

• Minimum 5 years’ sales contact centre experience, with 2 or more years’ experience in a supervisory or team leader position. ISP experience is preferable.
• Proven track record in meeting and exceeding sales targets