Team Lead - Nursery Operations and Outbound at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Team Lead - Nursery Operations and Outbound

Job Identification: 4179
Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: Manager - Client Success MEs Nursery and Outbound Services
Division: Enterprise Business

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.

Requirements
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.

Application Closing Date
5th April, 2024 (10:59 PM).

How to Apply
Interested and qualified candidates should:
Click here to apply online