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Job Description<\/strong> The role functions within a context characterized by:<\/p>\n\n\n\n Tough market competition, with several operators and service providers striving for customer loyalty and market share.<\/p>\n\n\n\n The need to deliver perfect Y\u2019elloX culture and customer experience at every interaction point to differentiate MTN from competitors.<\/p>\n\n\n\n Rapid growth and expansion of MTN Cameroon, both in terms of revenue and subscriber base, demanding consistent service excellence and efficiency.<\/p>\n\n\n\n Highly dynamic global telecommunications trends, driven by innovation, digital transformation, and continuous technological advancement.<\/p>\n\n\n\n Complexity of technologies and diversity of offers \u2014 including multimedia, ISP, data, and GPRS services \u2014 which require strong product knowledge and effective customer education.<\/p>\n\n\n\n Changing customer behaviors and expectations, with increasing demand for speed, convenience, and personalized solutions.<\/p>\n\n\n\n Regularly changing market dynamics, requiring agility, data-driven decision-making, and proactive adaptation of retail operations.<\/p>\n\n\n\n The need to achieve and maintain a positive Market Performance Research (MPR) score, as a key measure of customer satisfaction and market perception.<\/p>\n\n\n\n A strong focus on people management and development, ensuring that frontline teams are motivated, skilled, and aligned with MTN\u2019s customer-centric culture.<\/p>\n\n\n\n Within this environment, the service center Supervisor plays a strategic frontline leadership role, ensuring the successful translation of MTN\u2019s mission \u2014 \u201cTo lead the delivery of a bold, new digital world to our customers\u201d \u2014 into tangible actions at the Service Centre. The Supervisor ensures operational excellence, drives revenue and connection growth, and builds a culture of service that sustains MTN\u2019s brand promise of a Brighter, Faster, and More Connected Experience.<\/p>\n\n\n\n Our commitments go beyond an organizational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realize our shared goals. <\/p>\n\n\n\n Our values dubbed, LIVE Y\u2019ello, are the cornerstone of our culture.<\/p>\n\n\n\n Responsibilities<\/strong> Customer Experience & Service Quality<\/p>\n\n\n\n Ensure the effectiveness of the \u201cone-stop-shop\u201d concept by ensuring each Service Centre staff can welcome, educate, assist customers, and sell all MTN products and services.<\/p>\n\n\n\n Ensure an NPS score of 9\u201310 by providing feedback to staff and implementing corrective actions to enhance service quality.<\/p>\n\n\n\n Ensure all staff display the right attitude and professionalism towards customers as per MTN policy and CRM flow.<\/p>\n\n\n\n Call back (via SMS\/email) unsatisfied customers daily to reassure, apologize, or provide feedback to improve satisfaction and NPS.<\/p>\n\n\n\n Handle escalated or sensitive customer issues in a timely and efficient manner to maintain trust and loyalty.<\/p>\n\n\n\n Conduct customer feedback reviews and service quality assessments to identify improvement opportunities.<\/p>\n\n\n\n Team Development & Knowledge Management<\/p>\n\n\n\n Ensure all Service Centre staff are fully knowledgeable on MTN products and services.<\/p>\n\n\n\n Guarantee timely and appropriate training on new and existing products and services.<\/p>\n\n\n\n Monitor product and service knowledge assessment results and organize refresher sessions as required.<\/p>\n\n\n\n Ensure staff are properly trained to assist customers in device configuration, troubleshooting, and digital tools.<\/p>\n\n\n\n Motivate and coach the team to maintain high morale, discipline, and customer focus.<\/p>\n\n\n\n Organize internal staff challenges, events, and motivational activities to build team spirit and engagement.<\/p>\n\n\n\n Sales & Revenue Management<\/p>\n\n\n\n Monitor daily, weekly, and monthly sales performance and implement corrective actions when necessary.<\/p>\n\n\n\n Ensure all MTN products and services are available, well displayed, and safely managed.<\/p>\n\n\n\n Drive cross-selling and upselling of digital and financial services (e.g., MoMo, MyMTN App).
The Service Center Supervisor) operates in a highly competitive and fast, evolving Techco industry, where customer experience, innovation, and agility define success. MTN Cameroon\u2019s operating environment is influenced by global, regional, and local dynamics that require continuous adaptation, strong leadership, and operational excellence at all levels.<\/p>\n\n\n\n
Operational and customer experience excellence has become critical for success. The urgency for transformation is more heightened amidst increased competition and rising customer expectations. The Service Center Supervisor must therefore ensure successful delivery in the context below:<\/p>\n\n\n\n
Reconcile daily stock and sales for each SCR and the Service Centre as a whole.
Provide monthly reconciliation reports to Finance detailing stock, cash deposits, and reconciliation gaps.
Conduct necessary checks and investigations to justify and correct reconciliation variances.
Operational & Facility Management
Ensure the Service Centre\u2019s security, safety, and compliance with company procedures (alarm systems, guards, safe handling, money transfer policies).
Ensure all facilities and equipment (air conditioning, lighting, generators, doors, furniture, etc.) are functional and report issues promptly to the Facilities Unit.
Maintain the overall cleanliness and hygiene of the Service Centre through regular spot checks and agency supervision.
Liaise with the Marketing team to ensure updated and compliant branding, visual identity, and promotional materials.
Ensure all Service Centre operations strictly comply with NSC policies and procedures.
Provide daily, weekly, and monthly reports on Service Centre activities, performance, and key issues
Key Deliverables
customers satisfaction (NPS) and MPR scores.
Achievement of sales, revenue, and connection targets.
Compliance with operational and reconciliation standards.
Quality of service and adherence to procedures.
Staff productivity, engagement, and training completion.
Store audit results and operational excellence ratings.
Supervisory \/ Leadership \/ Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
Contribute to SCR\/SA\/ up-skilling by delivering refresher training sessions to SCR\/SA\/ when and where appropriate, on systems and on queries management and their own development
Identify the talents and to develop practices to motivate them to give their best for the company and for their personal development
Manage people and achieve results without authority (with tact and diplomacy)
Provide coaching to the staff under the responsibility
Coach new staff properly for better results
Ensure that all staff are properly trained & master MTN ICT, ISP & GSM products & services
Provide information to the Manager on work accomplishments, individual \/ team challenges
Lead team meetings and contribute on specialist areas when required
Qualifications<\/strong>
Education:<\/strong>
Bachelor\u2019s degree in business administration, Marketing, Management, communication, sales, Social Sciences or any other relevant field or related field.
Minimum of 3 years of experience in retail, customer service, or sales supervision…
Certifications in Telecom, Digital Finance, or Customer Experience Management are an added advantage
Experience:
Minimum of 5 years\u2019 Experience at least 3 years are in Telecommunications, FMCG, Retail, Sales or Banking Industries
Minimum of 2 years in Team Management
Experience in stock management
Experience in a customer centric environment would be an advantage
Experience in a telecommunications environment would be an advantage
Experience in an ICT environment would be an advantageTraining
Relevant Leadership & Functional training identified by the Company
Competencies:
Technical competencies and skill
Customer Journey Mapping
VOC & NPS Interpretation
Operational KPI Monitoring
Cross-Channel Coordination
Advanced Excel and Data Interpretation
User Experience Testing
Complaint Trend Analysis
Digital Literacy
Onboarding Flow Optimization
Functional Knowledge:
MTN Products & Services
Best practice customer service principles
MTN systems (relevant to customer management)
MTNC Service Center relevant policies, processes and procedures
Bilingual (English\/French) ;
Computer literate (Package MS Office).
MTN environment \/ Organizational structure
Principles and methods for showing, promoting and selling products and services
People Management and Coaching
Computer literate (Package MS Office).
Reporting and performance analysis
Skills
Problem solver & decision skills
Strong organizational skills
Alert to environment changes and trends
Analytical Thinker and Attention to details
Results Achiever
Operationally Astute
Ability to motivate and train
Leadership & Coaching aptitude
Active Listening
Effective Communication skills
Ability to work under pressure
Good verbal and written communication skills
Individual must be flexible and be able to work nights, weekends, and publics Holidays
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