MTN Ghana Jobs 2020

Posted on :

22 Jan, 2020

Category :

Engineering Jobs in Ghana

To provide support for the department’s operations through efficient management of communication functions, training, orientation of new hires, PPP audits & Management, Performance tracking and evaluations, employee onboarding and off-boarding management and Vendor Management.

Job Description

Job Title: Controller, Contact Centre Performance Tracking

Job Role

  • Implement Mobile Money business plans and overall business strategy.
  • Analyse quality assurance feedback and lead team to organise and provide reports on Needs Analysis (NA), Mystery Shopping (MS), Knowledge Test (KT) and Customer Feedback surveys (CSF).
  • Oversee training delivery and prepare and enforce training schedules, conduct training evaluations and provide monthly training and coaching reports to Managers.
  • Oversee the monthly performance evaluation process and compile and publish agents and supervisor’s monthly evaluation results.
  • Conduct staff surveys and lead team to design, administer and report on staff satisfaction surveys.
  • Ensure consistency in internal communications (e.g. conduction of briefing sessions on Products & Services) and enforce adherence to briefing schedules.
  • Participate in customer satisfaction initiative and meet deadline for actions on CS initiatives.
  • Assist in the design and effective circulation of PPPs to all staff, provide compliance reports and action plans.
  • Gather customer insights from customer interactions in order to inform product/service creation and enhancement.
  • Attend to escalated customer complaints and efficiently resolve in a courteous manner, via all customer contact channels (i.e. walk in, WhatsApp, Phones calls, emails, etc).
  • Undertake products or service Activation/Deactivation for customers and respond correctly and efficiently to customer demand.
  • Provide hands-on support for customers on phone usage and functionality as well as solve data related issues.
  • Constant engagement of staff on new products and services including Data and Digital.
  • Effective engagement of vendors to drive performance, identify opportunities for improvement and drive customer experience.

Context:

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  • 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
  • Multinational environment – Telecoms, Banking & Finance, and ICT Industry best practices
  • Matrix and project environment

Education:

  • University Degree in the Social Sciences

Experience:

  • 3 years relevant experience.
  • Experience in telecoms vendor management is an advantage.
  • People, stakeholder and partner management is a key asset with demonstrated supervisory capabilities

Professional/Technical competencies:   

  • Customer Relationship Management
  • Project Management
  • Stakeholder management
  • Contract Management
  • Telecommunications Business Savvy

Microsoft Office (Word/Excel/Power Point/Visio)


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