Job Summary

• Manage a team monitoring service delivery and interaction with customers in order to ensure maximum customer satisfaction, also ensure that various customer management projects- Closed Loop Feedback, Mystery shopping, frontline tracking and evaluation, analysis of customer and agent interactions professionally in line with laid down policies and procedures aimed ensuring customer retention and loyalty.

Context:

• Dynamic and highly competitive telecommunication & ICT industry
• Highly regulated environment
• Regionalization structure implication
• Performance driven environment
• Developing sophisticated Client base
• Diverse cultural environment
• Contract employees management

Key Tasks:

• Develop the capabilities and potential of the monitoring team to achieve targets with the guidance of Senior Manager, Customer Planning and Enablement.
• Work with the wider customer experience and commercial teams to establish Voice of the Customer Program to share learning’s/ updates with the wider business.
• Identification of Customer Experience Improvement actions/initiatives/ customer pain points and associated business plans and benefit cases
• Ensure the tracking of overall sectional performance against specified KPIs and report this information on a regular basis to customer relations management / customer experience
• Develop customer oriented projects to build customer – Mystery Shopping, Service Audits, Competitor Assessments
• Facilitate implementation of new systems, working practices to improve customer experience efficiency
• Develop Roadmap for Closed Loop Feedback ( CLF) strategic plans and direction for all stakeholder teams
• Oversee the execution of customer experience blueprint as per MTN standards as well as liaise with Marketing Research to conduct and report Customer satisfaction
• Engage stakeholders on collated feedback service centre or touch point’s
• Ensure adherence to monitoring and evaluation policies, processes and procedure are adhered to by all in the Division.
• Liaise with Stakeholders to enhance customer image of the company
• Assist with the development and communication of business practices that support, enhance or improve business results.
• Plan and organise specialised Seminars and Workshops- CLF, Quarterly Regional Evaluation meeting, etc .
• Support in developing and reviewing divisional policies and procedures to ensure relevance to business needs and best practice.
• Provide timely and accurate reports and offer apt recommendations to Manager to
• Provide guidance to the Quality Assurance Monitoring team and ensure all activities are performed within financial, regulatory and company requirements.

Qualification Required & Experience

Education:

• A Degree in the Social Sciences or a related field

Experience:

• 5 years relevant experience. 3 years of which must have been in a supervisory role.

Knowledge/ Technical Competencies:

• Training Management
• Reporting Skills
• Computer Literacy (All Microsoft programs – Visio, PowerPoint, access, excel, word
• Strong Communication and presentation Skills (verbal and written)

General working conditions

• Anywhere/Anytime work/ Ability to manager self/Personal

Behavioural qualities:

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion.
• Tell us: Which of our five Live Yello values resonates most with you and why?

Must Live the MTN Vital Behaviours of:

• Complete Candor, Complete Accountability, Active Collaboration and Get it Done

Location: Accra