Manager Customer Experience MTN Zambia

The key responsibilities for this role include but not limited to the following:

• Oversees of Must Win Battles to increase Overall and Relative NPS;
• Coordinates activities with all departments in order to improve Value, Network, Distribution, Service, Billing, Products and Brand NPS;
• Coordinates with BPO vendors to ensure Contact Center KPIs are met;
• Monitor, analyze and minimize customer top complains and pain points through executable activities;
• Ensures quality of service in all Customer Touchpoint including Retail, Connect stores, Mobile money kiosks and call centre are in line with business standards;
• Be the point of contact for much of the activity, information and support required for an effective running of the Outsourced call centre;
• Proactively monitors operations to ensure compliance with all Customer Experience KPIs and Quality of Standards;
• Contributes to the development of the Marketing business plan based on market analysis;
• Coordinates the implementation of Digital Transformation within the business;
• Ensures the MTNZ policies, processes and procedures are well disseminated amongst support staff and supporting functions to facilitate effective customer experience;
• Develops service level standards including quality targets with service desks and monitors the performance against service levels. Analyses performance and takes action to proactively highlight and address gaps in service delivery;
• Maintains customer satisfaction by providing liaison with the relevant departments of the firm and following up by checking the service provided by those departments. Supports resolution of escalated issues;
• Compliance with legal requirements, industry regulations, organizational policies and professional codes;
• Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards.

Candidate Requirements

• Grade 12 certificate with 5 credits or better of which English and Mathematics are a must;
• Marketing/Public Relations/Business Degree or related field;
• Five (5) year of work experience with at least two (2) at leadership level, preferably in a Customer Service-related environment.Women are strongly encouraged to apply