Senior Manager - Contact Centre, Customer Relations and Experience at MTN Nigeria

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Company: MTN Nigeria Communications Plc (MTNN)

Job Title: Senior Manager – Contact Centre, Customer Relations and Experience

Location: Nigeria

Job Description

Reports To: General Manager – Customer Operations

Division: Customer Relations and Experience

Mission:

Oversee activities and performance of outsourced/insourced Call Centre operations, specialized desks, MoMo PSB call center, and emerging businesses.
Proactively identify service frictions and implement solutions to ensure high-quality service for MTNN customers.

Key Responsibilities

Customer Strategy Execution:

Drive MTN Nigeria Contact Centre Operational Strategy.
Oversee operations of call centers across Nigeria to ensure branded customer experience.
Develop strategies for effective customer care services aligned with MTNN goals.
Maximize operational performance through cost-effective resource allocation (within budget).
Design, implement, and track initiatives to meet financial targets for the Contact Center.

Operational Management:

Ensure performance metrics and service levels are met across call centers and digital care channels.
Provide leadership on contact center competitive intelligence and best practices.

Performance Monitoring:

Develop and implement KPIs to monitor call center agent performance.

Policy Implementation:

Establish/enforce policies to improve service quality and efficiency.

Customer Experience:

Deliver exceptional customer experiences across all touchpoints.
Implement feedback mechanisms for continuous improvement.
Maintain strong relationships with key customers and stakeholders.

Process Improvement:

Identify/implement process improvements using lean methodologies.
Ensure compliance with industry regulations and company policies.
Optimize manpower to achieve business KPIs.

Reporting and Analysis:

Prepare performance reports for senior management.
Utilize data analytics for decision-making and strategic planning.

Training and Development:

Develop training programs to enhance team skills.

Operational Strategy:

Improve customer service operations through strategic initiatives.
Monitor KPIs to identify improvement areas.
Ensure efficient handling of inquiries, complaints, and escalations.
Ensure vendor/partner compliance with organizational/regulatory standards.
Negotiate contracts to balance cost efficiency and service quality.

Relationship Management:

Manage outsourced partner relationships (inbound/outbound operations) to meet quality, cost, and performance standards (e.g., cost per call, quality scores).
Foster collaboration through performance reviews and open communication.
Monitor KPIs, address gaps with stakeholders, and use real-time dashboards for issue resolution.

Contract Management:

Ensure vendor compliance with SLAs and performance standards.
Regularly review SLAs to align with business objectives.

Industry Awareness:

Stay updated on products, call center best practices, and industry trends.

Strategic Partnerships:

Collaborate with MTNN leadership to drive compliance awareness and impact on company results/reputation.
Support MTN Group/MTNN transformation initiatives (e.g., Ambition 2025) with a customer-centric focus.

Requirements

Education:

First degree in Business Management, Accountancy, Social Sciences, or related field.
Preferred: Master’s in Business Administration (MBA).
Language: Fluent in English; proficiency in local language advantageous.

Experience:

9–17 years of relevant experience, including:
5+ years in managerial roles (3+ years in telecoms or related industry).
Experience across diverse cultures/geographies (advantageous).
4+ years in customer-oriented service environments (telecoms preferred).
Expertise in SLAs, process improvement, and call center operations.

About MTN Nigeria

We are a purpose and value-led organization committed to:

Understanding employee needs to create a delightful workplace.
Fostering an environment where every team member is heard, understood, and empowered.
Upholding honesty and values-driven culture in our DNA.

Our Mission:

Create an exciting, rewarding workplace where people thrive, innovate, and drive meaningful results.
Build relationships and achieve a purpose bigger than ourselves.

Our Commitment:

Partner meaningfully with employees, customers, and stakeholders to realize shared goals.

Join us for a rewarding career and make your mark!

How to Apply

Application Link: MTN Nigeria Careers Portal

Note:

The application link provided appears to redirect to an EHang job posting. Ensure you verify the correct MTN Nigeria application portal before applying.