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Develop and Implement operational policies and procedures to achieve organizational consistency and efficiency.\nEnsure that customer management, customer experience policies and standards are maintained and properly executed within service centres\nIdentify areas for systems and process improvement at store level and make recommendations for improvement.\nProvide professional guidance in the implementation of necessary changes at Service Center level in order to support business objectives\nManage the delivery of inbound\u002Foutbound communications of key business decisions to the frontline workforce\nManage the work force to maximize sales, traffic flow, floor coverage and customer engagement\nMonitor Customer interactions and performance metrics and provide\u002Fexecute improvement plans\nSupport Marketing efforts including branding, advertising, event, and development of new programs and sales toolkits ensuring that all owned customer touch points are brand compliant\nManage the resolution of all customer touch points (owned and non-owned) issues\nManage the new store opening calendar.\nEstablish and maintain a customer service orientation within the Customer Operations teams Coach, Monitor Physical Touchpoint supervisor\u002Fcoordinator to\nEnsure effectiveness of “one-stop-shop” in the physical TP, by making sure each staff can welcome, educate, assist customers and sell all products and services offered by MTN\nEnsure an NPS score of 9-10 by providing customer feedback to physical TP staff and implement corrective actions\nEnsure that physical TP staff display the right attitude towards customers as per policy and CRM flow.\nEnsure all physical TP staff are fully knowledgeable on Products and Services by:\nMaking sure all physical TP staff receive timely and appropriate training on products and services (P&S)\nMonitoring P&S knowledge assessments results and deploying products & services refresher sessions accordingly\nEnsure physical TP staff are properly trained to assist customers in various devices manipulation\nCall back (sms\u002Femail) unsatisfied customers to reassure\u002Fapologize\u002Fprovide feedback, daily to ensure a high NPS score\nHandle escalated or sensitive customer issues in a timely and efficient manner\nProvide monthly reconciliation report to Finance (status of physical vs system stock, cash deposits vs bank statement, reconciliation gaps justifications)\nPerform necessary checks\u002Finvestigations to identify and justify\u002Fcorrect reconciliation gaps\nEnsure all products to be sold are available, well managed and kept safely.\nEnsure SC is secured (effective alarm, full presence of guards, secured safe as per policy, money transfer as per policy and by accredited money transfer services) and report to BRM any non-compliance and\u002For incident\nEnsure SC functionalities are properly functioning (air conditioning, light bulbs, generators, doors, furniture…) and timely liaise with Facilities unit for resolution\nEnsure overall cleanliness of the physical touchpoint (regular meetings with Cleaning agency, spot checks, customers’ feedback, MPR)\nMonitor the evolution of KPI of physical and implement corrective actions when necessary\nLiaise with marketing to ensure up to date and compliant branding of the Physical Touchpoints\nMake sure that all staff strictly respect Physical touchpoints policies & procedures\nAnimate as much as possible the Service Centre\u002FBS\u002FMSC by organizing internal staff challenges, as well as promotions and events for customers\nEnsure daily, weekly, monthly reporting on all activities that are taking place at the Service Centre.\nManage contracting agreements of Branded Stores and Mobile Service Centre Managerial \u002F Supervisory Responsibilities\nCoach and mentor direct reports; identify staff training and development needs and implement necessary actions.\nEnsure skill transfer for staff development, motivation and business continuity\nEnsure the team is led, motivated and rewarded to achieve high performance areas\nGuide and direct suppliers and third parties in achieving Customer Services objectives\nManage team (including recruitment, on-boarding, attrition)\nSet goals and objectives for direct reports and monitor progress.\nSet up appropriate structure to meet Customer Services objectives\n",{"_key":245,"_type":223,"marks":246,"text":247},"l1wp6",[238],"Provide an advisory ",{"_key":249,"_type":223,"marks":250,"text":251},"l1wp7",[],"function on governance and best practices in client experience\nQualifications\nDegree - Minimum of 3 years degree in Business Administration, marketing, communication, sales, Social Sciences or any other relevant field. 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