Supervisor: Service Recovery.Commercial Operation SA at MTN

JOB DESCRIPTION

To improve customer satisfaction through proactive and reactive service recovery of MTN customers who have experienced service failure/s or have expressed dissatisfaction with their customer service experience with MTN’s customer service champions

To ensure effective service delivery and resource utilisation in the service recovery team and coordinate the execution of customer experience recovery strategies for all prepaid and postpaid business and consumer customers

To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with MTN and encouraging retention of existing customers through service excellence

RESPONSIBILITIES
Customer Service Recovery Supervision

•  Operationalize CXO service recovery plan(through team) against set targets and objectives, and in alignment with the broader CXO strategy
•  Provide input into the long-term plan (2-3 years) for reactive and proactive service recovery and customer value enhancement strategies
•  Ensure that all staff are clear about what is expected of them with regards to customer service recovery, internal and external customer service, and leads generation.
•  Ensure that coaching on customer contacts is done on a weekly basis using the set coaching and evaluation tools
•  Facilitate VOC/calibration sessions in the team to ensure that the culture of #CXtramilers is constantly embedded within CXO
•  Ensure support is provided to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
•  Regularly conduct live and history quality assessments of the team. Take corrective action where people have failed to meet service standards
•  Ensure that agents are owning and resolving escalated customer complaints - FCR achievement is embedded in the team’s culture
•  Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness
•  Maintain continuous feedback loop with direct reports and ensure communication to keep stakeholders informed of actions and finally of resolutions provided.
•  Review formal business communication for customers once resolution has been achieved
•  Work closely with with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual disputes are at play
•  Respond with agility to resolve any situation that arises during a shift that could compromise customer experience
•  Provide incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc.
•  Help identify customers that require service recovery based on CSAT, tNPS, repeat caller rates etc.
•  Drive targeted proactive outreach to dissatisfied customers to mitigate customer churn
•  Ensure that Contact Centre benchmarks are attained
•  Monitor competitor activity and report for retention purposes and proactive customer experience
•  Handle escalated calls from the Contact Centre agents and from clients wanting to speak to management
•  Ensure that new customers are welcomed to MTN’s world of possibilities
•  Ensure that dial campaigns to discourage customers from cancelling their contract are achieving their objectives
•  Ensure high customer satisfaction rates are achieved
•  Initiate outbound campaigns to achieve targets
•  Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc.
•  Ensure that equipment and infrastructure is in working order and maintained and any faults reported timeously
•  Drive a culture of EPIC customer experience and sales-through-service
•  Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
•  Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
•  Converse & engage with customers around MTN offerings by providing value enhancement offerings to customers
•  Make concerted efforts to retain MTN Customers upon cancellation request
•  Recover the service where customers complain about service, product, process issues
•  Proactively engage customers on all active planned campaigns
•  Proactively educate and inform customers about MTN’s self-help/digital service offerings
•  Update customer details (email, contact number) on all customer contacts

Supervisor Service Recovery 3

• Key Activities & Responsibilities

Project Management

•  Manage and execute operational projects against the CXO Plan
•  Encourage agents to contribute to operational projects through tactical plans
•  Deliver against standards & deadlines required of the CXO Plan
• Operations, Process and Procedure Supervision
•  Directly supervise and co-ordinate day to day technical operational activities
•  Ensure effective implementation of policies, processes, and procedures. Put effective methods and standards in place
•  Ensure that the correct actions and escalation procedures are properly adhered to and followed closely
•  Drive day-to-day operational performance in accordance strategic objectives. Review daily and implement actions to address gaps
•  Ensure that relevant MI, Monitoring Systems, and reports are in place and utilised to ensure close monitoring and management of operational performance
•  Resolve day-to-day operational challenges that could impede on successful delivery of KPIS and objectives
•  Ensure that agents are fully equipped to respond to customer needs and expectations. This includes supporting agents on shift to drive efficient and ensure effective operational performance
•  Adhere and drive adoption and compliance to all PPPs defined for MTN SA, which may cut across functional areas
•  Drive adoption of playbooks, knowledge-based systems, CXO Standard Operating Procedure and communication updates
•  Ensure that queries and needs of internal and external customers are attended to as required and within set procedures
•  Ensure that standards are always achieved around brand identity when it comes to engagement
•  Where possible drive the education of customers on policies, procedures, and standards
•  Assist in preventing credit risk and fraudulent activity by following procedures carefully
•  Ensure that all administrative procedures are followed
•  Ensure that all risk and compliance activities, training and procedure are delivered and adhered to within the stipulated timeframes
•  Ensure that all SLA’s with internal and external suppliers are adhered to
•  Provide second tier support and third-party support

Quality Control and Improvement

•  Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance. Where stipulated, provide insight through analysis/synopsis/root cause analysis of queries making recommendations to business for intervention through training, coaching, technology, process, and customer education
•  When required, provide incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc.
•  Provide input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
•  Provide input into the establishment of systems and sound practices to comply with best practices, legislation or other regulations and guidelines
•  Establish and maintain quality standards that will enhance cost efficiency as well as the customer experience
•  Work consistently according to standard operating procedures
•  Understand the quality standards of the job and the reason for these standards and communicate 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
•  Conduct surveys and seek feedback from clients and other stakeholders and continuously seek ways of improving on quality and customer service standards.
•  Manage risk exposure by implementing the necessary controls, ensure compliance to PPP’s
•  Assist the business in finding ways to improve service levels
•  Adhere to all continuous improvement and innovation at policy, process and procedural level for back office operations
•  Provide insights on top trends and make recommendations to the CXO Management

People & Culture Supervision

•  Take overall responsibility of shift management within the team. Review shift schedules by Workforce Planning and ensure that rosters are fair and consistent – escalating and resolving on behalf of agents as required
•  Provide relevant shift management reports as set out by line manager
•  Host regular engagements with agents to provide business updates and get their input on how to improve the team, CXO, MTN as well as to provide a platform for them to share and collaborate
•  Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
•  Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
•  Create and implement personal development plans
•  Define the divisional KPAs and KPIs that will be cascaded down to each area
•  Manage Performance and identify training needs. Ensure team receives all relevant training. Coach and guide subordinates
•  Enable and model healthy employee relations and collaborative teamwork
•  Manage diversity, develop, and embed an Employment Equity plan for the business area
•  Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
•  Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
•  Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organisation. Build the Company’s brand to be the employer of firstchoice

QUALIFICATIONS

•  3 year Degree / Diploma in Marketing / Communication, PR, or related

Experience

•  Minimum of 3 years’ experience Leader within Customer Care environment
•  Supervisor/Team lead experience will be advantageous
•  Experience working in a medium to large organisation.
•  Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures