Team Lead - Nursey Operations and Outbound at MTN Nigeria

Mission:

• Lead and manage a team of client success partners to deliver excellent customer support, implement order fulfillment requests, and execute customer support operational plans.
• Drive general customer engagement and manage broadcast customer communications.
• Drive compliance with regulatory and internal audit requirements.

Description:

• Drive regional achievement of auto payment channel adoption and target.
• Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
• Ensure key customer data is adequately captured and prompt documentation of transactions, and collect data and information on customer care needs and issues.
• Nursery accounts Handover and onboarding of 95% of new customers handed over within 60 days and onboarded within OLAs (72 hours for enterprise postpaid, 24 hours for prepaid/subscription services)
• Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
• Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers.
• Ensure adherence to schedules and other defined rules and regulations within order management and that procedures are followed to promote meaningful communications between customers, Account partners, and client success partners.
• Capture sales fulfillment requests and complaints, ensure prompt completion of requests at a higher standard than expected from the team, and ensure requesters are informed of their status in the fulfillment process.

Education:

• First degree in any relevant discipline
• Fluent in English

Experience:

• 3–7 years’ experience in an area of specialization, with experience in supervising others
• 3–4 years’ experience working in a medium-to-large organization.
• 3–4 years’ experience in channel, order, inventory, and customer management
• Experience in the use of data analytics tools and apps
• Must have good hands-on knowledge of Microsoft Excel.
• Strong analytical and reporting skills
• Leadership Skills