• Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre • Drive and effectively run daily debrief / hurdle sessions • Ensure target achievement of all customer experience & service targets in the Service Centre • Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines • Prepare weekly reports (CLF, Inventory, Sales, Performance Management) ▪ Drive and support all companywide business initiatives in the assigned Service Centre • Plan workloads and rota for the team • Ensure prompt settlement of Service Centre bills by MTN • Coach to ensure right behaviours are lived • Perform relevant duties that may be assigned by the Manager – Service Center Operations • Liaise with other stakeholders to achieve business objectives • Management of frontline staff & Third-Party agents in the Service Centre • Manage waiting time and transactional time in the Service Centre per service level agreement • To manage relationships and nurture synergies with the supporting business units • Manage the Service Centre and ensure alignment to High Value Customer strategies or alignment to High Value Customer corridors. • Implement appropriate strategies to manage risk within the Company risk appetite parameters. • Implement Enterprise Business Unit strategies in the Service Centre

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field. • Experience: • At least 4 years’ experience in a service environment • At least 3 years managing people • Good knowledge of sales and retail Industry trends, best practice retail and service principles. • Training: • Sales and Customer Service. • Introductory Project Management • Report Writing. • Skills/Physical Competencies: • Customer Care Principles & Techniques • Computer Skills • Stress Management • Problem Solving, Flexibility • Communication Skills • Coordinating Techniques • Interpersonal skills