MTN Invites Suitably Qualified Applicants to Apply for Their Supervisor – Assurance Technology Information Vacancies (2 Posts). The closing date for applications is June 24, 2024.
Job Position: MTN Supervisor – Assurance Technology Information
Location: Gauteng, South Africa
Application Deadline: June 24, 2024, 11:28 AM
Job Description: Mission: Ensure smooth and effective service delivery and resource use in the Enterprise Operations Centre. Handle complaints and problems efficiently.
Responsibilities:
- Operational Planning:
- Help with long-term planning (1-2 years) for the Operations Contact Centre.
- Research best practices, local conditions, and competitor activities.
- Suggest improvements and innovations in processes.
- Find ways to optimize systems as work practices change.
- Recommend new opportunities to grow the business.
- Identify cost-effective methods to maximize outputs.
- Plan for resource needs, staff training, and development.
- Operational Coordination:
- Meet MTN Business Contact Centre standards.
- Supervise agents to respond promptly to queries.
- Aim for First Call Resolution.
- Ensure proper actions and escalation procedures are followed.
- Handle escalated queries and billing issues.
- Train and guide Contact Centre Agents.
- Provide feedback on software tools and procedures.
- Maintain a service-oriented work environment.
- Perform quality checks and monitor calls.
- Provide second-tier support and manage day-to-day technical activities.
- Ensure SLAs with suppliers are met and scripts are effectively used.
- Monitor service levels and take necessary actions.
- Report and analyze data for decision-making on staffing and performance.
- Problem Identification and Resolution:
- Address problems efficiently and cost-effectively.
- Follow procedures to diagnose and solve issues.
- Analyze information to assist with problem-solving.
- Generate and evaluate solutions, selecting the best one.
- Take action to prevent recurring problems.
- Process and Procedure Effectiveness:
- Define and monitor processes and procedures.
- Ensure workflow continuity and improve processes for better performance.
- Project Management:
- Provide frameworks for projects.
- Define tasks, manage logistics, and monitor solutions.
- Budget and Cost Control:
- Contribute to budget planning and review.
- Control costs and ensure efficient use of financial resources.
- Identify cost-saving opportunities and ways to generate revenue.
- Report on monthly targets and manage budgets within limits.
- Customer Service:
- Understand customer needs and improve systems accordingly.
- Initiate changes to enhance service delivery.
- Ensure queries are resolved within agreed SLAs.
- Provide the best service by weighing pros and cons of solutions.
- Reporting:
- Prepare daily, weekly, and monthly management reports.
- Analyze qualitative data and submit performance reports.
- Quality Management:
- Develop systems to identify quality issues and improve processes.
- Maintain quality standards and communicate their importance.
- Seek feedback to continuously improve service and quality.
- Service Enhancement:
- Implement feedback systems to adapt services to changing demands.
- Recommend service changes based on operational performance data.
Qualifications: Education:
- Minimum 3-year degree/diploma in Technical/IT Technical.
Experience:
- Minimum 3 years’ experience in a specialized area, supervising others.
- Experience in a medium-sized organization.
- At least 3 years of technical/IT customer services experience in the telecoms industry.
- At least 3 years of leadership experience in similar positions in fast-moving industries.
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