Key Performance Areas:

Input into Operational Planning
•   Input into the long-term plan (1-2 years) for the Enterprise Operations Contact Centre
•   Research and consider best practice, local conditions, trends, as well as competitor activity
•   Contribute towards continuous improvement and innovation at process and procedure level 
•   Input into identifying ways to fine tune systems in line with changing work practices
•   Recommend ways to exploit new opportunities to grow the business further
•   Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
•   Plan for resources against shrinkage
•   Plan for staff training and development
•   Planning of contact centre activities

Operational Coordination
•   Ensure that MTN Business Contact Centre benchmarks are attained as defined by the Manager
•   Supervise Contact Centre Agents to effectively and promptly react to all queries i.e. WDP, WASP, Service Provider and Customer    queries
•   Ensure First Call Resolution as far as possible
•   Ensure that the correct actions and escalation procedures are properly adhered to and followed closely 
•   Handle escalated queries from the contact centre agents and from clients wanting to speak to management 
•   Handle all escalated billing queries from Service Providers
•   Provide on-the-job training and guidance to Contact Centre Agents 
•   Assist staff in the diagnosis of difficult Incidents/tickets. 
•   Provide ideas and feedback on software tools, procedures and improvements in MTN Business Contact Centre functionality 
•   Develop technically and personally through attendance of technical and managerial courses
•   Promote a service oriented work environment
•   Perform quality checks and monitor calls on an ad hoc basis
•   Provide second tier support and third party support
•   Directly supervise and co-ordinate day to day technical operational activities in the ISP area
•   Ensure that all SLA’s with internal and external suppliers are adhered to
•   Ensure that standard letters and scripts are in place and are used effectively
•   Monitor telephonic service levels and take action as required
•   Evaluate situations and determine the best methods to reach defined outcomes
•   Coordinate teamwork and gather people around understanding of and achievement of objectives
•   Share experiences, knowledge and understanding of purpose
•   Determine who needs to do what, when, where, how and why
•   Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
•   Establish the most efficient use of resources, i.e. cost, people, time, etc
•   Put effective methods and standards in place
•   Gather information and research to ensure delivery of results
•   Identify trends and implement corrective measures
•   Perform daily controls related to performance, productivity, risk, etc.
•   Ensure that equipment and infrastructure is in working order and maintained

Problem Identification and Resolution 
•   Address problems on a case by case basis, ensuring an optimal balance between the response to the situation, the cost of that    response, and the core purpose of the       organisation 
•   Deal with problem situations that arise timeously and efficiently
•   Follow clear and linear procedures to diagnose and solve problems that are not always obvious 
•   Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
•   Provide information and knowledge as required to resolve problems
•   Generate different options for the known problem, evaluate possible methods to resolve the problem, and select the most    appropriate solution in terms of enhanced       effectiveness and efficiency, and reduced cost
•   Tailor solutions to suit the problem (within defined parameters)
•   Take action to prevent the reoccurrence of problems
•   Make use of available resources to solve the problem
•   Identify external parties to assist with problem solving as required
•   Coordinate across technical departments to assist with network coverage and quality complaints

Process and Procedure Effectiveness
•   Assist with defining and monitoring the execution of processes and procedures for the MTN Business Contact Centre
•   Ensure that all processes and procedures implemented are aligned to the set operational framework for the unit
•   Ensure that workflow continues without interruption 
•   Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance

Project Management (ad Hoc)
•   Provide frameworks for projects and tasks
•   Define and assign work to be done
•   Control, manage and monitor all logistics
•   Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc
•   Plan the monitoring of the effective solution

Budget and Cost Control
•   Input into the forecasting, planning, development and review of the budget for the MTN Business Contact Centre that provides MTN    with return on investment
•   Control costs through the choice of lower cost options and more effective processes and procedures
•   Plan budget spending according to situation and standards
•   Ensure spending remains within budget limits
•   Identify areas where money is lost and seek ways to reduce expenditure where possible
•   Identify opportunities to make money
•   Ensure efficient use of financial resources
•   Report on achievement of monthly targets
•   Find ways to minimise bad debt
•   Work within annual budget constraints

Customer Service
•   Understand customer needs and input into the development and fine-tuning of systems accordingly
•   Contribute towards initiating change to continually improve all aspects of service delivery
•   Assist in identifying trends  and patterns pertaining to customer requests and needs to continually improve all aspects of service    delivery 
•   Ensure all customer queries are attended to and resolved within agreed SLA’s 
•   Ensure that customer specifications are met and that the customer is satisfied with the service 
•   Weigh up the pro’s and con’s of each solution to provide the best service to customers 
•   Consider the implications of actions to be taken for the customer and the effect of actions on the customer 
•   Provide advice on the best approach to reach the best results 
•   Ensure the delivery of  first time right service excellence

Reporting
•   Identify and prepare relevant information and data for reporting purposes
•   Prepare daily, weekly and monthly management reports
•   Make assessments of and draw solutions from qualitative data.
•   Make logical deductions and draw conclusions that can be motivated
•   Submit reports on ISP/Mobile quality and staff performance, when required

Quality Management
•   Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring    problems
•   Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other    regulations and guidelines
•   Establish and maintain quality standards that will enhance the customer experience and cost efficiency
•   Work consistently according to standard operating procedures 
•   Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others 
•   Understand and communicate the consequences of not maintaining quality focus 
•   Identify processes and procedures where the quality of work may be improved 
•   Analyse situations and take necessary action to ensure quality is maintained   
•   Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality and customer service    standards

Service enhancement
•   Put feedback systems in place to improve and adapt services to changing demands
•   Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance    data
•   Get first-hand customer information and use it for improvements in customer services and support

Education:
•   Minimum of 3 year degree/diploma in Technical /IT Technical

Experience:
•   Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
•   Experience working in a medium organization
•   At least 3 years technical/IT customer services experience in the telecoms industry
•   At least 3 years of leadership experience in similar positions, in fast-moving industries