Supervisor - Service Center

Education:

• Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
  

Experience:

• At least 4 years’ experience in a service environment
  
• At least 3 years managing people
  
• Good knowledge of sales and retail Industry trends, best practice retail and service principles.
  

Training:

• Sales and Customer Service.
  
• Introductory Project Management
  
• Report Writing.
  

Skills/Physical Competencies:

• Customer Care Principles & Techniques
  
• Computer Skills
  
• Stress Management
  
• Problem Solving, Flexibility
  
• Communication Skills
  
• Coordinating Techniques
  
• Interpersonal skills
  

• Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre
  
• Drive and effectively run daily debrief / hurdle sessions
  
• Ensure target achievement of all customer experience & service targets in the Service Centre
  
• Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines
  
• Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
  
• Drive and support all companywide business initiatives in the assigned Service Centre
  
• Plan workloads and rota for the team
  
• Ensure prompt settlement of Service Centre bills by MTN
  
• Coach to ensure right behaviours are lived
  
• Perform relevant duties that may be assigned by the Manager - Service Center Operations
  
• Liaise with other stakeholders to achieve business objectives
  
• Management of frontline staff & Third-Party agents in the Service Centre
  
• Manage waiting time and transactional time in the Service Centre per service level agreement
  
• To manage relationships and nurture synergies with the supporting business units
  
• Manage the Service Centre and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors.
  
• Implement appropriate strategies to manage risk within the Company risk appetite parameters.
  
• Implement Enterprise Business Unit strategies in the Service Centre