General Manager Customer Care (Online)
Job Description:
- Develop strategies for Online Customer Support.
- Develop strategies for Customer Retention management.
- Develop people management strategies/framework for the online department in line with the Divisional and the organizational People Management Framework (PMF).
- Monitor the effectiveness of the strategies (People, Customer support & Retention).
- Oversee the management of the Online Customer Assistance Centers (OCAC).
- Responsible for ensuring adequate support is provided for the OCAC Operations.
- Monitor and measure the performance of the OCAC.
- Oversee Customer segmentation activities within the OCAC and ensure competitiveness.
- Defining of the relevant policies and procedures for all customer support processes.
- Provide Mentoring & Coaching support to direct reports.
Job Conditions: Normal MTNN working conditions. Minimum qualification is 2.2 or equivalent
Required Skills:
- 12- 15 years of Experience with University Degree and an advance degree.
- 6+ years leadership/management Experience.
- Previous exposure to a Contact Center within the telecommunications industry is critical.
- Experience in Managing Medium to Large contact center is important.
Regional Security Manager
Location: Rivers
Job Description:
- Ensure security intelligence information are collated, analyzed and applied towards ensuring the best of protection level for MTNN personnel and operations in area of responsibility
- Ensure that threat and vulnerability assessments are carried-out, at a period interval, and appropriate remedial actions advised, implemented and sustained.
- Ensure that security policies and procedures developed by the National Office are implemented in area of responsibility.
- Ensure that approved Standard Operating Procedures (SOP) are implemented in area of responsibility.
- Ensure that all incidents are investigated, and all investigations are reported to the National Office using approved reporting template for uniformity
- Ensure high quality inter-departmental liaison
- Implement department standard quality control measures and department Key Performance Indicators(KPIs)
- Monitor and ensure that all security service providers discharge their responsibilities per contracts in area of responsibility
- Carry-out all other lawful tasks as may be assigned in the course of duty in area of responsibility.
Required Skills:
- At least 8 years work experience comprising
- Senior command experience in security force (military, police, security service).
- 6 year’s managerial/Supervisory experience in corporate security environment.
- Record of accomplishment in security management
Quality Assurance Officers (Online)
Job Description:
- Effectively execute stated policies and procedures in respect of quality and performance management.
- Routinely monitor transactions performed by process owners to identify non-compliance.
- Assist in the application of practical performance boosters.
- Participate in day-to-day performance and quality monitoring exercise.
- Assist in facilitating performance review processes ensuring objectivity, precision and promptness.
- Proactively assist in identifying environmental constraints to quality delivery.
- Analyse, summarize and review data; report findings, interpret results and make recommendations.
- Generate relevant reports.
- Perform other task as required by line manager.
- Actively assist line managers in the development of team and individual quality and performance standards.
- Facilitate target setting and performance contract development for all employees.
- Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.
- Actively participate in the administration of customer satisfaction surveys and employee satisfaction survey.
Job Conditions: Normal MTNN working conditions. Minimum qualification is 2.2 or its equivalent.
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