Jobs at MTN

JOB DESCRIPTION
Mission  

• To effectively implement all customer solutions and provide high level technical support, post implementation. 

RESPONSIBILITIES
Key Performance Areas:                        

• Operational effectiveness
• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if    required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and     incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high  level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer relations 

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that    SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated  calls on a regular basis 
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Adopt a proactive approach to prevent problems from arising in the future.

General

• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure continued personal (technical) development.

QUALIFICATIONS
Education:   

• Matric or equivalent 
• CCIP/CCNP working towards CCIE certification  
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree  advantageous 

Experience:

• Minimum 5 years or more  ISP experience
• Minimum 5 or more years of CISCO or JUNIPER 
• Minimum 5 years customer facing experience 
• VOIP experience advantageous
• Security experience advantageous

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JOB DESCRIPTION

Mission

• This role exists to effectively implement all customer solutions and provide high level technical support to MTN Business Clients, post implementation.

RESPONSIBILITIES

Key Performance Areas

Implementation Engineering

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in  Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer Relations

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company
• policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated calls on a regular basis
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure all queries are attended to and resolved within agreed SLA’s.
• Ensure that client specifications are met and that the client is satisfied with the end service
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

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 client information and use it for improvements in customer services and support

QUALIFICATIONS

•  Matric or equivalent
• 3 year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or related
• CCIP/CCNP working towards CCIE certification
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree advantageous

Experience:

• Minimum 5 years ISP experience in similar role
• Minimum 5 years CISCO or JUNIPER experience
• Minimum 3 years customer facing experience
• VOIP experience advantageous
• Security experience advantageous

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JOB DESCRIPTION

Primary Job Purpose:  

• Determine, assess, report and ensure the delivery of committed solutions of all Network Quality and Coverage problems reported by customer care, service providers and senior management for MTN SA 

RESPONSIBILITIES
Context: 

• Addressing these aspects timeously and optimally is expected to reduce or prevent negative impacts to the achievement of business objectives of the applicable business units of MTNSA:
• Network quality improvement and future coverage focus in a high service-demanding market.
• Direct Impact on Churn and customer centricity.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
Task complexity:

• Strategy Development
• Provide input into network quality and coverage strategies

Network Quality & Coverage 

• Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage 
• Provide input on network quality and coverage improvement priorities across the network
• Monitor and implement corrective and preventative measures as required
• Investigate customer complaints for possible enhancements in network quality and coverage
• Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
• Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
• Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify key improvement areas based on customer feedback
• Assist in designing processes to ensure quick customer complaint handling
• Take responsibility for regional network quality & coverage issues, including:
• Respond to all incoming coverage and network quality queries within set KPI period
• Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
• Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
• Inform Network Coverage CS team/Customer via FLS - Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
• Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
• Oversee regional CE installation process from when WA is issued
• Sign of Cell Extender installations once installation is completed
• Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage.
• Perform follow up test drives to ensure faults have been resolved as expected
• Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration) 
• Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

Team Leadery / Leadership / Managerial Tasks:  

• Custome advocate
• Serve as customer advocate for regional customer issues reported.

Project management/scheduling

• Conduct effective scheduling to ensure that all customer queries are dealt with per agreed KPIs.
• Leadership is demonstrated during the clear translation of customer requirments when liaising with the planning and optimisation function. Working with all key interfaces of the applicable business units are critical to ensuring cooperation and aligned outcomes, to effective serve the customer.

Communication and Influence

• The NQC Coordinator is able to lead by communicating ideas with peers and leaders and is able to convince and influence others. 
• Excellent communication and negotiation skills are essential as this forms an important part of the relationship with customers, partners and suppliers.

In addition the NQC Coordinator must:

• Be proficient in the ability to manage job outputs, time scales and escalate any problems where necessary.

Role Dependencies:

• Be able to work in other divisions and with other people comfortably.
• Team Members
• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent)  

•  Research methodologies, technologies, standards and practices.
•  Suggest improvements to management and implement new systems for better control.
• Direct impact on churn reduction.

Vulnerabilities (control span) 

• Interfacing and co-operation of business units. 
•  Dependency on network group to supply a committed solution.

Collaboration:  Refers to formal and informal relationships
Responsibility towards:

• Direct reports: Quality and Coverage Supervisor.
• Matrix reports: Regional Managers; 
• Key customers: Network Group, Customer Services, Service Providers ; MTN High Profile clients.
• Key suppliers: Network Group, Customer Services.

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
Independent thought and Judgment:

• Suggest system improvements to National Quality & Coverage Supervisor.
• Research new technologies.

Authorities:  

• Provide loan handsets or Install external antennas to improve indoor reception. 
• Prioritisation of reported problems based on feasibility analysis and current network roll out.
• Request and authorise credits of up to 3-months subscription

QUALIFICATIONS

• Minimum Requirements  - minimum necessary, and not the ideal / preferred should be included.
• Education: 
• Minimum of 3 year degree/diploma  in I.S.Communications or Electronics.
• Fluent in English

Experience:   

• Minimum 3 years’ experience in Telecommunications environment; with experience in supervising others.
• 3 years experience in GSM Data technology is advantageous.
• Experience working in a medium  organization

Training:   

• PC Literate – excellent knowledge of business systems and MS office
• CME 20  

Head - Big Picture Focus (10)

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others  

Skills / physical competencies:

• Presentation Skills: Must be comfortable to present to customers, corporate and staff.
• Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment;
• Analytical Thinking Ability:  Must be able to analyse Network Faults in the RF Environment related to Network Quality & Coverage with tools provided. 
• Business Acumen: Knowledgeable in current and future policies, practices, trends and information affecting the organisation. Awareness of the competition. 
• Problem Solving Skills: Uses analytical and logical methodology to solve difficult problems with effective solutions. Makes use of all resources to get answers. 
• Interpersonal Skills:  Relates well to all kinds of people.  Builds appropriate rapport.  Builds constructive and effective relationships.  Uses diplomacy and tact.  Able to defuse even high-tension situations comfortably.
• Computer Skills; MS Office, TEMS, Data related products, installations etc.
• Project Management Skills:  Planning, prioritizing reported faults in relation to time and availability.

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JOB DESCRIPTION

Mission/Core purpose of the Job:

• The Sales Support role is vital in reinforcing the bridge between sales excellence and customer satisfaction. By providing robust support to the sales team, dealers, and customers, this role aims to streamline the sales process, foster efficient operations, and contribute to the achievement of sales and activation targets through active collaboration and service excellence. 

RESPONSIBILITIES
Sales Facilitation and Support:

• Assist in achieving and exceeding sales targets.
• Coordinate effectively with internal and external parties for the activation of sales.
• Handle customer transitions smoothly during upgrades and downgrades, maintaining high satisfaction levels.

Sales Process Efficiency:

• Collaborate with the order fulfilment team for timely and accurate processing and activation of orders.
• Address and troubleshoot a range of customer issues, including complex system-related queries, to enhance the sales experience.
• Support all sales-related functions, including order processing, documentation, and customer inquiries.

Administrative Excellence and Record-Keeping:

• Undertake administrative tasks with precision, ensuring order processing, ticket management, and system queries are accurately documented.
• Maintain comprehensive records of sales activities and metrics for performance analysis.

Product and Process Mastery:

• Remain informed about product offerings, pricing, and promotions to support the sales team effectively.
• Provide actionable feedback for the refinement of sales processes and systems.

Proactive Customer and Sales Engagement:

• Manage and resolve inbound sales inquiries and customer queries promptly.
• Engage in outbound sales activities to nurture leads and facilitate sales conversions.

Cross-Functional Teamwork:

• Work cohesively with various internal teams to manage workload, including handling escalations and customer complaints to uphold customer loyalty.
• Contribute to the team's growth by sharing knowledge, creating training materials, and recommending process improvements.

Skills and Competencies:

• Exceptional communication and interpersonal skills to interact with a diverse clientele and internal teams.
• Strong organisational and administrative skills, with attention to detail and a commitment to accuracy.
• Analytical abilities to interpret sales data and offer insights for performance enhancement.
• Problem-solving mindset, capable of handling customer escalations and complaints with tact and efficiency.

Professional Attributes:

• A proactive, customer-centric approach, aiming to consistently improve the customer journey.
• Flexibility and adaptability to handle various tasks and adjust to evolving business needs.
• Team-oriented individual who values collaboration and can act as a liaison between different departments.
• Drive and motivation to take on additional responsibilities and support the sales team in a dynamic environment.

QUALIFICATIONS

Education: 

• Minimum of 1-year tertiary certification /diploma in relevant field 

Experience:

• Proven experience in a sales support, customer service, or similar role, preferably within the telecom industry.
• Familiarity with order fulfilment processes and the ability to work with CRM systems and FNO portals.
• Strong understanding of Agility (including managing leads and tickets)
• Good understanding and proven experience in Qcontact 

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JOB DESCRIPTION

Mission/ Core purpose of the Job

• The Business Analyst - CRM Platform specialises in customer relationship management platforms, such as Salesforce. Bayobab CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space. The digital platform 1.0 serves Wholesale Fixed Connectivity teams. This role will be responsible for leveraging same platform this time for the different FibreCo.
• The job duties include organizing and analysing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships. The role will assist to build the first wholesale fixed & mobility digital platform.

RESPONSIBILITIES

Key Performance Areas

The Business Analyst - CRM Platform (Infraco Delivery) will be accountable for the following:

• Assist the involved FibreCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs
• Elaborate business requirements needed to build call-to-cash journey
• Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements
• Perform UAT for the new releases prior to expose the features to WM teams
• Conduct UAT with key End Users from FibreCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off
• Build CRM Platform playbooks & FAQs
• Conduct End Users trainings for new features & releases
• Onboarding new users providing adequate induction training
• Provide End Users support in collaboration with IT system admin and 2nd level of support team (SLA for resolving business critical issues to be one hour)
• Analyse & build related reports/dashboards
• Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Role Dependencies

• Bayobab business lines
• IT

QUALIFICATIONS

Job Requirements

Education:

• Bachelor's Degree in Business Administration, Commerce or Marketing/Engineering
• Fluent in English

Experience:

• 3+ years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
• Salesforce and/or Siebel experience is essential
• Agile Scrum Methodologies (desired)
• Wholesale Mobility (voice, SMS, CNS) business experience (desired)

Competencies:

• Understanding of the mobility infrastructure wholesale landscape with a focus on emerging markets
• Good understanding of internal processes to manage fulfilment of orders effectively

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JOB DESCRIPTION

Mission / Core purpose of the Job

• The Senior Specialist: Digital Analytics core purpose is to support MTN Digital Enablement objectives through the intelligent use of data, this includes Deconstruction and analysis of key customer / business challenges and the clear articulation of growth opportunities, using quantitative and qualitative data. Advancing MTN Measurement and Data Capabilities in the areas of Business Performance, Online Experience, Operations and Intelligent Customer Engagements. Execution of value realisation activities to assist in the driving growth initiatives and attribution of measurable value.

RESPONSIBILITIES

Key Performance Areas: 

Advancing Online Data Capabilities

• Works closely with the Senior Manager: Online Strategy & Insights to define new and/or enhance existing Measurement & Data products
• Performs regular validations and defect resolution for measurement and data products   
• Works closely with our EIS / BICC colleagues to build and/or enhance stored data 
• Holds wider measurement and insight demonstrations and engagements, and formally communicates advancements and insights from our online measurement and data products
• Drives the analytics at scale agenda for MTN Digital Enablement function. 

Business / Customer Problem Deconstruction

• Use and synthesis of various forms of data (e.g. online / web-analytics tools and offline systems data) to help identify and frame specific growth opportunities
• Clearly articulate growth opportunities for each area of focus i.e. customer engagement, acquisition, usage, service and retentions across each line of business we serve.

Value Realization Activities

• Help to drive delivery by tracking, chasing, and validating delivery quality for agreed initiatives.
• Preform impact assessments, post-delivery and support the wider team in understanding drivers of growth.
• Support financial business case inputs and deliver on requests for Adhoc analysis from key business stakeholders.

Analytics Strategy Activities

• Translate business objectives into tracking requirements, develop and facilitate the use of measurement frameworks and reporting guidelines, ensuring stakeholders have a clear understanding of the requirements.
• Research and evaluate new analytical tools and methodologies for the online team’s landscape.
• Identify opportunities to build on the current toolset to deliver a complete view of customers, leveraging on-site/off-site behavioural and demographic data.
• Collaborate with cross-functional teams, including marketing, sales, and product development to ensure data accuracy and consistency across platforms.
• Promote and educate digital analytics to the wider team, including clear communication of reporting, training, and tutorials on digital analytics tools.
• Educate and train the wider team on the importance and use of digital analytics, including clear communication of reporting and the use of digital analytics tools.

Analytics Delivery Activities: 

• Manage and implement tags in Google Tag Manager.
• Perform QA on measurement plans and data layer event implementation from product teams.
• Assist with the delivery of scalable solutions to streamline, curate, and manage various datasets that power the measurement and analysis of ecommerce KPIs and market trends.
• Develop and implement digital analytics dashboards to accurately measure performance and drive improvements in MTN’s online platforms. 

Analysis & Reporting Activities:

• Utilize digital analytics tools such as Google Analytics to track and evaluate online platform performance and user behaviour.
• Prepare detailed reports and visualizations of analytical findings, translating complex data into clear and actionable insights.
• Conduct ongoing reviews of website and app functionality and make recommendations for improvements based on analytical findings.
• Proactively identify opportunities and risks based on digital data and communicate these findings back to the relevant stakeholders.
• Demonstrate data-driven decision-making processes across all digital activities.
• Perform competitive benchmarking and trending analysis.

QUALIFICATIONS

Education:

• Bachelor's degree in computer / data science, engineering, business, or equivalent degree
• Additional Certifications in Data Sciences, Mircosoft Products or Google Products

Experience:

• Minimum 5 years working experience in a medium to large organisation with local and multinational interests
• Experience in Management Consulting/ Data Science or related field
• Experience in Excel and data analysis, data modelling and data visualisations
• Experience in Powerpoint and Visual Communications
• Experience with Google Products such as Google Analytics and Firebase
• Advanced: Web-Analytics tools like Google Analytics, Firebase and Digital Marketing Platforms
• Proficiency in using Microsoft Excel, SQL, and Python
• Experience with data systems, queries and tools e.g. Excel (NB) + Power Bi / SAS / Tablue etc
• Current knowledge of data science trends, architectural components and platforms
• Understanding of Business and Value Case Estimation for both Tactical and Strategic Growth Initiatives
• Knowledge of Business & Customer Measurement Frameworks – Acquisitions / Retentions / Usage / Spend / Self-Service
• Strong understanding of technology around data, including data ingestion, APIs, and cloud-based systems.