Controller, Contact Centre Performance Tracking - MTN Ghana

The Controller, Contact Centre Performance Tracking at MTN Ghana is 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 on boarding and off boarding management and Vendor Management.

Division: Customer Relations

Department: Call Centre, Online & Digital Channels

Location: Accra

Position: Controller, Contact Centre Performance Tracking

Level: MTN Level 2

Reports to: Manager, Call Centre, Online & Digital Channels

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:

• 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)