Team Lead - Customer Service

• First Degree or equivalent in Social or Management Sciences, Humanities etc.
• Professional certifications and/or MBA will serve as an added advantage.

Experience:
3–7 years of relevant work experience in the telecommunications industry in a similar role.

• Advanced proficiency in the use of Microsoft Excel spreadsheets
• Membership in a customer service-related professional association

• First Degree or equivalent in Social or Management Sciences, Humanities etc.
• Professional certifications and/or MBA will serve as an added advantage.

Experience:
3–7 years of relevant work experience in the telecommunications industry in a similar role.

• Advanced proficiency in the use of Microsoft Excel spreadsheets
• Membership in a customer service-related professional association

Mission

• To lead a team of call center executives in delivering high-quality service management within the framework of an agreed sales strategy to meet operational targets for revenue, profitability, and customer satisfaction.
• Support of MTN Business customers through effective and efficient customer engagement and key account management strategies (management of faults, services, SLAs, account receivables, and general customer engagement).

Description

• Ensure full implementation of operational plans and strategies with regards to the workforce, systems, and quality control of the CR-SME support desk.
• Ensure the provision of quality support to MTN Business through proper alignment and harmonization of available resources.
• Proactively identify and address potential quality and performance inhibitors.
• Co-ordinate periodic evaluations of system and process performance at the CR-SME support desk.
• Provide specialist input regarding software acquisition, upgrade, and development.
• Ensure adherence to service levels and other call center performance metrics.
• Participate in the development of quality standards as well as monitor adherence to them.
• Ensure prompt compilation and generation of relevant reports for management reporting.
• Ensure the provision of second-level support to all unmanaged small and medium enterprise (SME) customers.
• Follow through on customer queries, ensuring prompt resolution and feedback.
• Implement cross-selling and up-selling.
• Implement a customer satisfaction survey, identify major customer concerns over service delivery, and then work with the customer to define the issues.
• Implement customer win back initiatives and follow up to ensure customer retention.
• Implement all customer support SLAs, service plans, and PPPs for the Enterprise Customers Helpdesk and assigned customer SME segments.