Mission
To ensure effective management of staff and systems of the Consumer Postpaid Call Centre and to ensure optimal implementation and delivery of customer service to MTN consumer segment customers and operational support in line with the Customer Operations Unit Strategy
Detailed Description
Key Performance Areas:Task Complexity:
Operational Planning
- Optimise and align operational targets, processes and systems to business strategy of the Customer Operations Unit
- Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
- Define, implement and operationalise the strategy, business plan and processes for the Consumer Postpaid Call Centre
- Develop and implement strategies for Workforce Management in the Consumer Postpaid Call Centre
- Ensure that functional structures optimise the utilisation of available resources
- Define and implement customer centric processes for all touch points
- Define service levels and processes and ensure that they are achieved
- Design and implement customer self-service options
- Align call centre initiatives to segmented business and appropriate customer value propositions
- Define and implement processes to achieve and improve CSI/CDI ratings
- Conduct ongoing operational analysis on the systems and structures in the call centre
- Consider the long term (1-2 years) implications of actions from a broad perspective
- Consider the impact of solutions on other areas of the business, as well as the interdependency of units
- Drive best practice, continuous improvement and innovation at process and procedure level
- Consider local conditions, as well as competitor activity in the management of contact centres
- Maintain industry benchmarks within the telecommunications and Contact Centre industries
- Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals
- Identify and define areas of improvement within service delivery and customer care
- Fine tune systems in line with changing work practices, providing the context for those providing service
- Proactively identify potential areas of risk and put contingency plans in place
- Plan and manage resources (people, finances and products), taking local conditions into consideration
Operational Implementation
- Manage and monitor core operating systems
- Communicate, implement and monitor quality targets
- Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on call centre workforce management
- Align forecasted call volumes with shift rosters and communicate duty roster for call centre teams
- Manage escalated calls and queries
- Investigate trends and ways of improving operations
- Review quality management
- Re-engineer process for customer value segmentation service delivery
- Manage telephony systems and ensure stability thereof
- Manage day to day call centre performance including administrative turnaround times
- Ensure timely, accurate and quality customer feedback
- Ensure channel and partner relationships are maintained
- Maintain and monitor all customer entry points specific to multimedia
- Manage core systems in terms of uptimes, stability, accuracy and customer focus
- Communicate and ensure implementation of strategies and plans for customer care and support defined within the unit
- Develop practices, procedures and systems that support delivery and maximise performance
- Drive the effective implementation of projects
- Develop communications objectives and plans for the unit
- Keep staff informed of new developments, new products, promotions, company news, etc
- Provide direction and support to staff in dealing with issues as required and provide information when requested
- Provide ongoing training and development to staff to ensure effective service delivery
- Manage CMAT dimensions within targets
- Compile, prepare, review and analyse management reports and risk control reports and make recommendations regarding trends as appropriate
Project Management:
- Implement and drive the execution of agreed projects
- Drive the implementation, tracking, monitoring and compliance of Projects
- Contract management in line with Procurement Policies
- Co-ordinate project reporting
- Risk management
Business Analysis:
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- Identity ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Analyse Call Centre workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry
- Review business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Budget Management
- Forecast, plan, develop and review budget for the unit that provides MTN with return on investment, and seek necessary approvals
- Prepare annual budget in line with the business plan
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
- Monitor costs and determine initiatives to optimize resources.
- Ensure cost effectiveness by maximising cost/benefit ratios
- Identify areas where money is lost and seek ways to reduce expenditure
- Identify opportunities to generate additional revenue
- Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration
- Compile the necessary financial reports for the unit
Customer Satisfaction
- Align service delivery to changing market requirements
- Understand customer needs and develop and fine-tune systems accordingly
- Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
- Put contingency plans in place to prevent delays and enhance the customer experience
- Adopt a proactive approach to prevent problems from arising in the future
- Monitor the impact of poor service on customer loyalty and churn and make recommendations
- Initiate change to continually improve all aspects of service delivery excellence particularly related to the consumer market
- Drive continuous improvement as an important element of service delivery
- Identify trends and patterns pertaining to customer requests and needs and filter this information through to relevant parties to continually improve all aspects of service delivery
Supervisory / Leadership / Managerial Complexity:
- Recruit, develop and retain people with outstanding skills, qualifications and potential
- Define the divisional KPAs and KPIs that will be cascaded down to each area
- Evaluate and assess people performance
- Understand the need to train and develop staff to be able to use resources optimally and enhance performance
- Deploy and redeploy resources to get the work done
- Build and enforce a customer centric approach
- Build talent by identifying and developing new leaders for the respective environment
- Build employee relations and collaborative teamwork
- Manage Employment Equity and diversity
- Coach and guide subordinates
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Display insight into leadership style and how it impacts on performance positively and negatively
- Have the self insight and flexibility to adapt to different situations
- Manage boundaries that separate units in order to optimise workflow
- Live the MTN Brand – change and influence employees behaviour
Role Complexity:
- Contribute across other areas of Customer Operations particularly in Consumer Postpaid and Business Contact Centres to ensure optimal support and service delivery to customers
- Integrate with MIS/BIS, Vendors and Suppliers, etc
Job Requirements
Minimum Requirements Competencies
Education:
- B Comm. or equivalent degree/diploma with relevant experience
- Possibly a Call Centre Management Qualification
Experience:
- At least 5 years experience in an operational customer service discipline in the telecommunications environment
- At least 2-3 years of leadership experience in similar positions, in fast-moving industries
- A strong background in customer service or contact centre management
- Business management (financials) background and advantage
Training:
- Products and Services
- Systems and associated technology training
- Computer training
- Project management
- Legislation
- Leadership
Competencies
Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others
- Recruit, develop and retain people with outstanding skills, qualifications and potential
- Define the divisional KPAs, KPIs, targets and outputs, communicate these clearly to team members and facilitate achievement thereof
- Clarify roles for Call Centre Supervisors and Call Centre Agents, ensuring a match between levels of expertise and required results
- Measure job outputs effectively and evaluate and assess people performance
- Coach, guide and motivate the team
- Understand the need for and facilitate the training and development of staff to be able to use resources optimally and enhance performance
- Build and enforce a customer centric approach
- Build employee relations and collaborative teamwork
- Communicate actively and effectively resolving any potential conflicts that may arise
- Deploy and redeploy resources to get the work done
- Display insight into leadership style and how it impacts on performance positively and negatively
- Have the self insight and flexibility to adapt to different situations
- Manage boundaries that separate units in order to optimise workflow
- Manage Employment Equity and workforce diversity, including temporary and permanent staff and learnerships
- Build professionalism, loyalty and commitment to the organization
- Live the MTN Brand – change and influence employees behaviour
Head – Big Picture Focus (10)
- Analytical Thinker – Manages the alignment and execution of tactical activities
- Problem Solver – Assists in solving business challenges but looks to others for advice and guidance
- Operational Value Creator – Executes on innovative commercial practices and identifies areas for continuous improvement
Heart – Emotionally Intelligent (20)
- Culture and Change Champion – Role models ethical practices by living the MTN values and vital behaviours for others to follow
- Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
- Relationship Manager – Builds relationships with customers and teams to uphold the MTN brand
Hands – Results Focused (50)
- Results Achiever – Drives team objectives and contributes to sustainability of results
Operationally Astute – Clarifies priorities, plans, organizes and co-ordinates the work of others
Behavioural qualities:
- Assertive – being tough when necessary without fear or favour
- Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
- Resilience – to repeatedly challenge despite setbacks and resistance
- Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
- Focused and priority driven – staying focused amidst the multiple demands and expectations
- Innovative
- Customer centricity
- Accuracy
- Attention to detail
- Critical reasoning
- Highly driven and motivated individual, with strong personal presence, integrity and resilience
- Decisive
- Action-oriented
- Diplomacy and tact
- Relationship builder – strong people focus
- Operate with integrity (high ethics)
- Pressure tolerance
- Consultative
- Perseverance
- Team-orientation
- Ability to take initiative and work both in isolation and be a team player
Additional Details
General working conditions
- Flexible working hours
- Flexibility to travel
- Attending functions after hours
- Constant pressure to meet extremely tight deadlines in a 24/7 operation