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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