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Job Description

Mission/ Core purpose of 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 for our sales channels.
• 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 and Sales Support 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

Key Performance Areas:

• Input into Operational Planning
• Sets priorities, plans, organizes 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: sales targets, pipeline management, Activations (Sales), conversion rates, QA scores, lead measurements with SLA, agent productivity, reduce cancellations during the onboarding phase, answer % rate (queue performance), develop and grow sales channels.
• 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.
• Transfer the order to the "ready for fulfilment" stage in accordance with the service level agreement (SLA) and reduce the number of customer cancellations.
• Develop and expand the various sales channels (online, WhatsApp, inbound, etc.) and address all FNO portals leads within the SLA.

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.

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

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.

Behavioural qualities:

• Team orientation – strengthening teams OR working in an integrated team environment
• Relationship builder – strong people-focus
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behaviour in the light of changing situations
• Approachable
• Assertive
• Strong detail focus - attention to detail and accuracy
• Creative
• Action-oriented – sense of urgency
• Diplomacy and tact
• Operate with integrity (high ethics) –to maintain confidentiality
• Consultative
• Perseverance
• Confident
• Rule-following
• Good listener
• Compliant

Apply Before 08/01/2025

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Qualifications

Education:

• Minimum 4-year degree in Development Financing, Economics, International Relations, Political Studies, Diplomacy, or related fields.
• Postgraduate degree
• Relevant certification / accreditation / membership with professional body as required for role.

Experience:

• Minimum 5 years senior management experience or more
• Minimum 3 years Relevant sector/industry/area of specialisation (understanding DFIs and emerging markets advantageous)
• Experience working in a medium to large organization
• Demonstrable experience of working in 2 or more countries in Africa and the Middle East, as well as in or with multilateral and/or development financing institution
• Stakeholder management development and implementation experience

Competencies:

• Business acumen to understand business risk and challenges, and recognise corporate opportunities
• Excellent programme/ project management and communication skills
• Strategy Formulator, Decisive Problem Solver, Innovative Value Creator
• Culture and Change Champion, Inspiring People Leader, Relationship Builder
• Results Achiever, Operationally Astute

Other:

• Regional and international travel will be required
• Fluent in English. Ability to communicate in French and other African languages would be advantageous
• Understanding and knowledge of applicable legislation and regulations
• Understanding of the regional and global financial and governance architectures

Responsibility towards:

• Key customers: MTN Group Board, Group President & CEO, Group Executive Committee, Chief Sustainability and Corporate Affairs Officers, Group General Manager: Stakeholder Management, Opco CEOs, Manco Divisions, business, functional and platform businesses.
• Key stakeholders: Continental and regional bodies, Development Financing Institutions, Host nations governments, Industry and Private Sector Bodies, the Diplomatic Corps etc.
• Key suppliers: Government and stakeholder relations consultancies, Resource Mobilisation Agencies, Market Intelligence and Research Agencies.

Apply Before 08/01/2025

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Qualifications

Education:

• Minimum 4-year degree in International Relations, Political Studies, Diplomacy, or related field.
• Postgraduate degree (MBA Adventageous)
• Relevant certification / accreditation / membership with professional body as required for role

Experience:

• Minimum 5 years senior management experience or more
• Relevant sector/industry/area of specialisation (understanding emerging markets advantageous)
• Experience working in a medium to large organization
• Demonstrable experience of working in 3 or more countries in Africa and the Middle East
• Stakeholder management development and implementation experience

Competencies:

• Business acumen to understand business risk and challenges, and recognise corporate opportunities
• Excellent programme/ project management and communication skills
• Strategy Formulator, Decisive Problem Solver, Innovative Value Creator
• Culture and Change Champion, Inspiring People Leader, Relationship Builder
• Results Achiever, Operationally Astute

Other:

• Regional and international travel may be required
• Fluent in English. Ability to communicate in French and other African languages would be advantageous
• Understanding and knowledge of applicable legislation and regulations

Apply Before 08/01/2025

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Job Description

Mission/ Core purpose of the Job:

• The core accountabilities of the Project Manager revolve around ownership of project delivery from initiation through closure.
• These accountabilities ensure the project achieves its objective while balancing scope, cost, time, quality, and stakeholder satisfaction

Key Performance Areas

• Direct and manage project development from beginning to end, within timeline and budget.
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Develop full-scale project plans.
• Set and continually manage project expectations with team members and other stakeholders.
• Define project success criteria and disseminate them to involved parties throughout the project life cycle.
• Delegate tasks and responsibilities to appropriate personnel, including vendors and Opco or Bayobab staff.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and the critical path.
• Plan and schedule project timelines and milestones using appropriate tools and track project milestones and deliverables.
• Develop and deliver different project documents following the Capital Project Management Framework and Bayobab Projects Delivery Governance framework, e.g. Scope Document, Project Charter, Project Plan, Progress Reports, Milestone Artefacts, and other documentation and presentations.
• Build, develop, and grow any business relationships vital to the success of the project.
• Close-out of project including lessons learned, documentation of artifacts, and budget.

Job Requirements:

Education:

• Minimum 3-year degree typically in Project Management, Business Administration, Engineering, Information Technology, Telecommunications, or a related field
• Professional Certifications (Highly Recommended) – Project Management Professional (PMP), PRINCE2 Practitioner, Agile Certifications (e.g. Certified ScrumMaster (CSM), PMI-ACP), Program Management Certifications
• Additional Training (Optional but Valuable) – Change Management, Risk Management, Stakeholder Engagement, Advanced Microsoft Project or equivalent project management tools.

Experience:

• 5 Years + years’ experience in project management, with at least 3 years' experience in managing complex, large-scale, or cross-border telecoms projects.
• Proven track record of delivering end-to-end projects on time, within budget, and to the required quality standards.
• Background in infrastructure projects, enterprise applications, cloud migrations, system integrations, software/hardware rollouts, cybersecurity tools, IoT solutions, or digital transformation initiatives.
• Background in telecommunications, preferably with exposure to Mobile Networks, Core Network Infrastructure, OSS/BSS Systems, IPX, Roaming, Voice, Data Solutions, and Network Transformation or Migration Projects.

Skills:

• Strong technical understanding of telecom systems (SS7/SIGTRAN, IMS, billing, mediation, IN platforms).
• Proficiency in SQL, RPA, Python and BI tools for data analysis and reporting.
• Excellent analytical, communication, and stakeholder management skills.

Knowledge:

• Project Management Institute (PMI) Body of Knowledge (PMBOK). Knowledge of both the theoretical and practical aspects of project management
• A high-level knowledge of Telecom Business and Operations Support Systems
• Budgeting and resource management disciplines
• Proven ability to manage and drive the development, launch, and implementation of new projects.
• Proficient in using project management methodologies, software, and tools to plan, track, and deliver projects effectively.
• Strong project management capabilities, with a consistent record of delivering results.
• Expertise in Microsoft Excel, including pivot tables, formulas, and data analysis.
• Highly skilled in Microsoft Project, Word, PowerPoint, and SharePoint for planning, documentation, and collaboration.
• Good understanding of the mobile telecommunications industry, with experience gained in a mobile network operator (MNO) or telecom hub environment.
• Provide input during new projects' budgeting and planning phases to align financial and operational objectives.

Role Dependencies:

• Ability to lead numerous cross-functional teams.
• Manage multiple vendors and contractors remotely.
• Ability to work with diverse people, processes, and systems.
• Self-management and decision-making ability.
• Active support for the Group and Bayobab Technical teams.

Collaboration:

• Senior Manager, Technology Projects Delivery
• Project Steering Committee
• Group Sourcing and Supply Chain
• Key Vendors
• Key Suppliers
• Relevant internal Governance and Steering Protocol

Apply Before 07/31/2025

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Role Dependencies

• Active support from the Group Sustainability & Corporate Affairs management team and Senior Leadership
• Deep understanding of the MTN business strategy
• Understanding of the OpCo, business and Regulatory context
• Timely decision making and reporting
• Alignment of OpCo and Group strategy initiatives

Qualifications

Education:

• Minimum 4-year Academic Degree with Honours or any Commercial or Technical Degree
• Post Graduate qualification (MBA / Masters advantageous)
• Fluent in English, French and Arabic (advantageous)
• Graduate Qualification in Business Administration or Project Management or Operations Management

Experience:

• 5 -10 years’ experience in Operations Management, Business Administration and or Strategy Development and Execution.
• Minimum 5 years in Telecommunications industry experience
• Exposure to working in a Corporate Affairs function preferred
• Proven track record to have worked across diverse cultures and geographies
• Proven track record in managing stakeholders across multiple functions

Competencies:

• Decisive Problem Solver, Innovative Value Creator
• Culture and Change Champion, Inspiring People Leader, Relationship Builder
• Results Achiever, Operationally Astute
• Excellent drafting skills
• Strong analytical skills
• Strong Negotiating skills
• Leadership & Management skills
• Consulting skills
• Effective communication and writing skills
• Good general commercial awareness
• Good interpretation skills
• Articulate
• Computer literate – Microsoft Office Suite

Other:

• Regional and international travel

Responsibility towards:

• Key Internal Stakeholders: MTN Opcos, Group Senior Leadership, Group Sustainability & Corporate Affairs, General Manager: Sustainability, General Manager: External Communications, General Manager: Stakeholder Management, General Manager: Corporate Social Investment & Foundations
• Key External Stakeholders: Key Partners, Relevant Industry Bodies, Relevant External Regulatory Bodies, Relevant Economics Bodies

Apply Before 08/07/2025

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Qualifications

Education:

• Three year tertiary qualification in Computer Engineering or similar
• Certified Information Security Manager (CISM)
• Certified Information Systems Security Professional (CISSP)
• Certified Ethical Hacker (CEH)
• Certified Cisco Certified Network Associates (CCNA)
• Certified GIAC Certified Incident Handler (GCIH)

Experience:

• 8 years of relevant work experience in 24/7 Monitoring and Triage.
• Previous management experience in a team-oriented workplace.
• Extensive knowledge and experience in technological solutions and security tools related to 24/7 Monitoring and Triage services.
• Extensive knowledge and experience handling tools used during the execution of 24/7 Monitoring and Triage projects, ensuring their operation and update at all times.

Other

• Fluent in English
• Multi-country operations oversight experience
• Willing and flexible to travel within Africa and Middle East
• Understanding of general regulatory requirements in the telecom industry as it relates to Cyber 24/7 Monitoring and Triage
• Global mindset to service worldwide operations
• Telecommunications industry experience would be beneficial
• Pan Africa and Middle East multi-cultural experience would be beneficial

Apply Before 08/03/2025 

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Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• Standard 10
• National Diploma N6, S4, T3 in electrical light-current / electronics / communication engineering or National Diploma in Project Management/Engineering/Business
• Experience working in a medium Telecommunication organization

Experience:

• 5 years’ management experience in GSM network Operational environment or at least 3 years in a management role within MNS Governance telecommunications environment
• Demonstrated experience in managing subcontractors and MSP vendors.
• Experience in contract agreements and specifications of equipment for the GSM and telecoms networks
• Compiling SOW or technical support documents for MNS
• Management of SLA and WLA’s
• Experience in supervising others

Training:

• Corporate governance
• GSM and Telecommunication courses including digital transmission and radio techniques.
• People Management for New Managers
• Project Management for Non-Project Managers
• Risk Management
• Leadership Training
• Finance For Non-Financial Managers
• Site Building Training
• Managing Relationships in the Workplace

Competencies

Knowledge:

• A good knowledge of the operation, maintenance, planning and implementation of Digital Transmission, Microwave RF & Fibre transmission and multiplexing systems.
• Thorough knowledge of MTN South Africa general administration policies, including approval ceilings and jurisdiction.
• Importance of customer service orientation
• In-depth understanding of network concepts e.g. GSM Radio/Transmission operations
• Community Collaboration
• Computer & Information Technology Appreciation
• Performance Appraisal
• Performance Improvement
• Planning and Budgeting
• Planning and Organising
• Project Delivery
• Project Planning and Control
• Stakeholder Relations Management
• Telecommunications Business Savvy
• Training Needs Identification

Skills / physical competencies:

• Motivated and innovative self-starter able to face the challenges of evolving technology re-evaluating objectives, procedures, processes to continuously improve network performance.
• Must have a natural leadership ability with the necessary skills to control, motivate and lead staff to achieve excellence.
• Have good communication skills resolving conflict and negotiate win-win solutions
• Prepared to work long hours.
• Handles working under stress and meeting deadlines.
• Uses initiative in solving technical problems.
• Can work in elevated positions, not scared of heights.
• Competent on / off road driving ability.

Behavioural qualities:

• Self-Disciplined, motivated, energetic self –starter with exemplary work ethos.
• Proven initiative with the ability to work under stress while meeting deadlines.
• Excellent communication skills with the ability to motivate & control contractors and staff.
• Be of sober disposition
• Sound interpersonal relationships.
• Excellent communication skills with the ability to motivate and control MNS and contractors.
• Has no fear of heights.

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

• Current EB code 8 “Driver’s Licence
• Be prepared to travel away from home from time to time
• Prepared to work long hours.
• Use of company vehicle in line with the company policy
• Driving in high-risk areas and travelling high mileages is mandatory.
• Working at elevated heights and in extreme environmental conditions is a requirement.
• The use of safety climbing equipment while working at elevated heights is compulsory.
• Computer skills

Apply Before 08/05/2025

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Job Requirements:

Education:

• Four year tertiary qualification in Computer Science, Engineering, Commerce or a related field.
• Masters will be advantageous.

Experience:

• Minimum 5 to 8 years relevant experience in a similar position with at least 3 years in a managerial role.
• At least 3-4 years in leading / implementing sales strategies and building pre-sales solutions in wholesale/infrastructure/B2B Telecommunications sector/ industry.
• Managerial experience preferably in a sales / wholesale function, preferably in the telecommunications space.
• Successful track record as a senior management professional in delivering exceptional wholesale infrastructure services/products, business growth & financial results.
• Proficient in driving company’s sales strategy, sales execution, and sales performance.
• Good understanding of business principles and practices.

Functional Knowledge:

• Sales strategy planning and execution.
• Pre-sales solutioning / solution architecture.
• Value Proposition building.
• Product design & development
• Sales forecasting and reporting
• Sales performance management
• Business development
• Customer value management
• Account management
• Market intelligence
• Business insights and reporting

Skills

Head - Big Picture Focus

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow.
• Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviour.
• Guiding People Manager - Is self-aware and guides team capability development through opportunity creation for realising potential.
• Relationship Builder - Builds relationships across the business to influence decision-makers.

Hands – Results Focused

• Results Achiever - Produces sustainable divisional results through ethical practices.
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates.

Key internal stakeholders:

• Opco Sales Team
• Other functions within the OpCo
• Bayobab Products & Business Development Team
• Group FiberCo Teams
• Regional office teams

Key external stakeholders:

• External auditors/ regulators / statutory bodies (need basis only)
• Third party service providers

Apply Before 08/01/2025

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Qualifications

Education:

• 3 year Degree (preferably related to Risk Management)
• Professional qualification in Risk Management with a recognised Professional institution (CRM Prac, CRM Prof, CRMA, PRM, CRISC)
• Membership of a Professional body
• Advanced level proficiency in Microsoft Excel is required to support analytical work of the function.

Experience:

• Minimum of 5 years’ experience in risk management, which must include the following:
• 5 years of conducting risk assessments, developing risk registers and compiling risk reports at strategic, functional and process level
• 5 years’ experience in supervising/managing others
• 3 years’ experience working in a large enterprise
• 5 years’ experience in writing written reports to senior management levels
• Advanced level proficiency in Microsoft PowerPoint and Word is required for report writing

Apply Before 08/08/2025

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Qualifications

Education:

• Bachelor’s degree in computer science, Information Systems, Data Engineering, or related technical field (mandatory)
• Additional certifications in cloud architecture (e.g. Azure, GCP), data engineering, TOGAF, or enterprise architecture frameworks are highly advantageous.

Experience:

• 6+ years in data architecture, data engineering, or integration design roles with focus of building scalable, secure, and interoperable environments.
• Proven experience designing and implementing architectures within cloud-native data ecosystems (e.g. Azure Data Lake, GCP BigQuery, hybrid platforms).
• Familiarity with cloud data environments, clean rooms, and open data standards. (e.g. Apache Iceberg, Delta Lake, OpenMetadata)
• Experience supporting client-facing solution delivery or consulting engagements, particularly involving geospatial data, telco signals, or behavioral analytics.
• Comfortable working across multinational environments and federated organisational models, with demonstrated ability to align technical designs to compliance, security, and data governance requirements.

Competencies:

• Architecture Documentation – Produces clear, structured technical artefacts, including diagrams, flowcharts, and design blueprints, that support solution deployment and consulting reuse across MTN and client environments.
• Technical Enablement – Supports adoption and onboarding for architecture components and creates reusable guides and onboarding materials that align with DataCo’s DDO and product implementation frameworks.
• Compliance Awareness – Ensures architectural solutions consider privacy and access controls, including lineage and regulatory compliance while ensuring alignment with MTN’s Responsible AI and security standards.
• Integration Knowledge – Understands APIs, ETL patterns, and system interoperability needs, and can address integration challenges across cloud, on-prem, and third-party systems, enabling seamless data flows across the DataCo ecosystems
• Support Coordination – Collaborates effectively across product, delivery, security, cloud engineering, and analytics teams to ensure end-to-end architectural consistency and operational scalability

Key Deliverables:

Internal:

• Maintain and update a suite of architecture templates, data flow diagrams, and integration reference models aligned to DataCo’s blueprint and scalable across OpCos.
• PoV support with technical documentation and compliance checklists including the design validation notes to support POC’s and POV’s initiatives and internal solution reviews
• Weekly adoption updates and tracking reports as per DataCo/Group-endorsed tools, standards, and reference architecture components across the group.

External:

• Develop and distribute technical enablement packs and implementation guides to support DataCo rollout of architecture components, data pipelines, and governance tooling.
• Provide clear, shareable reference architecture documents and integration standards to support third-party partners, cloud providers, and consulting collaborators involved in DataCo deployments.

Apply Before 08/06/2025

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Qualifications

Education:

• Bachelor’s Degree in Business, Economics, Data Science, Information System, Strategy, or related discipline
• Additional certifications in data monetisation, digital transformation, geospatial intelligence, or consulting frameworks are advantageous

Experience:

• At least 6+ years in business development, solution scoping, or innovation roles
• Prior experience supporting early-stage project definition and partner engagement
• Exposure to data product positioning, PoV coordination, or advisory solution packaging within industries such as telecoms, fintech, enterprise tech, or digital platforms.
• Experience working in cross-functional teams involving product managers, data scientists, legal, and delivery leads.

Competencies:

Opportunity Qualification:

• Effectively translates unstructured client needs or market signals into clear, prioritised opportunity briefs that align with DataCo’s data and consulting capabilities.

Client & Partner Engagement

• Demonstrates professionalism, empathy, and strategic listening in external-facing interactions, maintaining strong relationships throughout discovery and PoV phases.

Discovery & Workshop Facilitation

• Coordinates and facilitates structured engagement sessions, capturing insights that inform solution design, data maturity assessment, and PoV scoping.
• Commercial Acumen – Understands how DataCo’s offerings—geospatial data, behavioural signals, AI-ready platforms, and DDO consulting services, map to measurable business outcomes across sectors.
• Documentation and Reporting – Maintains detailed records of PoVs, opportunity pipelines, discovery outputs, and internal coordination to support reporting, forecasting, and conversion tracking.

Key Deliverables:

Internal:

• Pipeline engagement tracker : Regularly updated tracker of qualified opportunities, discovery sessions, and PoV status, aligned with DataCo’s product and DDO consulting portfolio.
• PoV charters drafted and approved : Drafted and finalised PoV engagement charters, including objectives, success criteria, stakeholders, and alignment to DataCo’s compliance and blueprint standards.
• Weekly reporting to GM/Executive on engagement activity: Consolidated reporting submitted to the GM/Executive: DataCo, highlighting active engagements, pipeline movements, blockers, and PoV planning activity.

External:

• Client-Facing Engagement Artifacts
• Drafted and delivered concept notes, use case outlines, and PoV workshop summaries tailored to sector-specific needs and aligned to DataCo’s data and consulting offerings.
• PoV Feedback and Transition Notes
• Captured outcomes, client feedback, and next-step readiness; transitioned opportunities to Sales, Product, or Delivery teams with complete handoff documentation and context.

Apply Before 08/06/2025