{"id":43993,"date":"2020-01-22T12:53:45","date_gmt":"2020-01-22T12:53:45","guid":{"rendered":"https:\/\/joblistghana.com\/?p=43993"},"modified":"2020-01-22T12:54:39","modified_gmt":"2020-01-22T12:54:39","slug":"mtn-ghana-jobs-2020","status":"publish","type":"post","link":"https:\/\/joblistghana.com\/mtn-ghana-jobs-2020.html","title":{"rendered":"MTN Ghana Jobs 2020"},"content":{"rendered":"<p>To provide support for the department\u2019s operations through efficient management of communication functions, training, orientation of new hires, PPP audits &amp; Management, Performance tracking and evaluations, employee onboarding and off-boarding management and Vendor Management.<\/p>\n<p><strong>Job Description<\/strong><\/p>\n<p><strong>Job Title:\u00a0Controller, Contact Centre Performance Tracking<\/strong><\/p>\n<p><strong>Job Role<\/strong><\/p>\n<ul>\n<li>Implement Mobile Money business plans and overall business strategy.<\/li>\n<li>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).<\/li>\n<li>Oversee training delivery and prepare and enforce training schedules, conduct training evaluations and provide monthly training and coaching reports to Managers.<\/li>\n<li>Oversee the monthly performance evaluation process and compile and publish agents and supervisor\u2019s monthly evaluation results.<\/li>\n<li>Conduct staff surveys and lead team to design, administer and report on staff satisfaction surveys.<\/li>\n<li>Ensure consistency in internal communications (e.g. conduction of briefing sessions on Products &amp; Services) and enforce adherence to briefing schedules.<\/li>\n<li>Participate in customer satisfaction initiative and meet deadline for actions on CS initiatives.<\/li>\n<li>Assist in the design and effective circulation of PPPs to all staff, provide compliance reports and action plans.<\/li>\n<li>Gather customer insights from customer interactions in order to inform product\/service creation and enhancement.<\/li>\n<li>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).<\/li>\n<li>Undertake products or service Activation\/Deactivation for customers and respond correctly and efficiently to customer demand.<\/li>\n<li>Provide hands-on support for customers on phone usage and functionality as well as solve data related issues.<\/li>\n<li>Constant engagement of staff on new products and services including Data and Digital.<\/li>\n<li>Effective engagement of vendors to drive performance, identify opportunities for improvement and drive customer experience.<\/li>\n<\/ul>\n<p>Context:<\/p>\n<ul>\n<li>Dynamic and highly competitive telecommunication &amp; ICT industry<\/li>\n<li>Highly regulated environment<\/li>\n<li>Regionalization structure implication \uf0b7 Performance driven environment<\/li>\n<li>Developing sophisticated Client base<\/li>\n<li>Diverse cultural environment<\/li>\n<li>Contract Employees management<\/li>\n<li>Multinational environment \u2013 Telecoms, Banking &amp; Finance, and ICT Industry best practices<\/li>\n<li>Matrix and project environment<\/li>\n<\/ul>\n<p>Education:<\/p>\n<ul>\n<li>University Degree in the Social Sciences<\/li>\n<\/ul>\n<p>Experience:<\/p>\n<ul>\n<li>3 years relevant experience.<\/li>\n<li>Experience in telecoms vendor management is an advantage.<\/li>\n<li>People, stakeholder and partner management is a key asset with demonstrated supervisory capabilities<\/li>\n<\/ul>\n<p>Professional\/Technical competencies: \u00a0<em>\u00a0<\/em><\/p>\n<ul>\n<li>Customer Relationship Management<\/li>\n<li>Project Management<\/li>\n<li>Stakeholder management<\/li>\n<li>Contract Management<\/li>\n<li>Telecommunications Business Savvy<\/li>\n<\/ul>\n<p>Microsoft Office (Word\/Excel\/Power Point\/Visio)<\/p>\n","protected":false},"excerpt":{"rendered":"<p>To provide support for the department\u2019s operations through efficient management of communication functions, training, orientation of new hires, PPP audits &amp; Management, Performance tracking and evaluations, employee onboarding and off-boarding&#8230;..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[54],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-brz","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/43993"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=43993"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/43993\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=43993"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=43993"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=43993"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}