Senior Manager - Contact Centre (Customer Relations and Experience) at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Senior Manager - Contact Centre (Customer Relations and Experience)

Job Identification:5577
Location: Ikoyi, Lagos
Job Type: Full-time
Reports To: General Manager - Customer Operations
Division: Customer Relations and Experience

Mission

• Overseeing activities and performance of the outsourced and insourced Call Centre operations, insourced specialized desks, MoMo PSB call center and emerging businesses.
• Proactively identify service frictions and employ the best solution to ensure a high-quality service to all MTNN customers.

Description

• Customer Strategy Execution: Drive the MTN Nigeria Contact Centre Operational Strategy
• Oversee the operations and activities of various call center pan Nigeria and ensure branded customer experience
• Develop strategies for effective customer care services across the Call Centers, in line with the goals and objectives of MTNN.
• Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner in line with budget provisions.
• Design, implement, and track initiatives to meet and exceed assigned financial targets across the revenue/product mix for the Contact Center in alignment with MTN Nigeria business and activity plans.
• Operational Management: Oversee daily operations, ensuring that performance metrics and service levels are met across the call centers and digital care channels
• Provide leadership and advice on contact center competitive intelligence and best practices
• Performance Monitoring: Develop and implement key performance indicators (KPIs) to monitor and manage the performance of call center agents
• Policy Implementation: Establish and enforce policies, objectives, and initiatives to improve service quality and efficiency

Customer Experience:

• Ensure the delivery of exceptional customer experiences across all call center touchpoints
• Implement customer feedback mechanisms to continuously improve service quality.
• Develop and maintain strong relationships with key customers and stakeholders.

Process Improvement:

• Identify and implement process improvements to enhance operational efficiency
• Utilize lean methodologies and best practices to streamline operations.
• Ensure compliance with industry regulations and company policies.
• Ensure proper manpower dimensioning to achieve key business KPIs

Reporting and Analysis:

• Prepare and present regular reports on operational performance to senior management.
• Utilize data analytics to drive decision-making and strategic planning.
• Training and Development: Develop training programs to enhance the skills of the team and ensure continuous improvement

Operational Strategy:

• Develop and implement strategies to improve customer service operations.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
• Ensure efficient handling of customer inquiries, complaints, and escalations.
• Ensure vendor/ecosystem partners complies to organizational and regulatory standards.
• Contract negotiations to support the success of outsourced customer service operations while balancing fiscal resources.
• Focus on achieving a balance between cost efficiency and high-quality service delivery.
• Relationship Management: Manage relationships with outsourced partners that perform both inbound and outbound operations to ensure that quality levels, cost, and performance metrics meet the business standards. This includes but is not limited to cost per call, quality scores, staffing budgets, etc
• Foster a collaborative environment with regular performance reviews and open communication channels.
• Monitor contact center performance to ensure achievement of key business KPIs, track deviations where applicable, and collaborate with relevant stakeholders to ensure gaps are addressed.
• Use real-time dashboards and analytics to monitor performance and quickly address issues.
• Contract Management: Manage contracts with outsourced vendors and ensure compliance with service level agreements (SLAs) and pre-defined performance standards
• Regularly review SLAs to ensure they align with business objectives and performance standards.
• Maintain an awareness of products to effectively manage call center activities as well as call center best practices.
• Stay updated on industry trends and best practices to continuously improve call center operation
• Strategic partnerships with MTNN leadership team to drive awareness of expected behaviors and the impact of non-compliance on bottom-line results and company image and reputation.
• Drive the planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on customer centricity, including ambition 2025.

Requirements
Education:

• A First Degree in Business Management, Accountancy or any Social Science course, or any other discipline
• A master’s in business administration will be advantageous.
• Fluent in English and the language of country preferable.

Experience:
9 - 17 years’ relevant experience which includes:

• Manager track record of 5 years or more, with at least 3 years in the relevant sector or industry
• Work experience across diverse cultures and geographies will be advantageous.
• 4 years of management experience in a customer-oriented service environment, preferably telecoms
• Experience in managing service level agreements, process improvements, and call center operations.

Application Closing Date
6th May, 2025 (11:59 PM)