Manager - Self Service and Digital Platform Support 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: Manager - Self Service and Digital Platform Support

Requisition ID: 4491
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager - Consumer Operation Support
Division: Customer Relations and Experience

Mission

• To empower MTN Nigeria customers with seamless, intuitive, and effective self-service options across digital platforms, enhancing customer satisfaction, reducing support costs, and driving self-service channel NPS and adoption.

Description

• Track and monitor self-service operations and ensure action is taken to improve and realize NPS targets and self-service adoption targets.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service enhancements.
• Continuously evaluate the usability, effectiveness, and user experience of all digital self-service platforms.
• Lead optimization efforts to improve navigation, functionality, content relevance, and the overall customer experience.
• Develop and execute a comprehensive strategy to expand and optimize self-service offerings across all digital platforms, including the IVR system. This includes designing intuitive IVR menus, call flows, and voice prompts.
• Create a roadmap outlining key milestones, timelines, and resource allocations for self-service and IVR enhancements.
• Leverage data analytics to track key self-service metrics (e.g., usage rates, resolution rates, customer satisfaction) across all digital platforms, including IVR.
• Analyze customer feedback and behavior on digital platforms, including IVR interactions, to identify pain points, opportunities for improvement, and areas for further self-service expansion.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service and IVR enhancements.
• Actively participate in the documentation of user stories, manage product backlog and prioritization of key digital channel initiatives related to self-service, and prioritizing customer current and potential pain points.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Requirements
Education:

• A First Degree in Social Science or any related field
• An MBA or Master's degree in a relevant field is desirable.
• Agile project management certification is an added advantage.
• PMP Certification

Experience:
6 –13 years of work experience, which includes:

• Minimum of 5 years of experience in customer service, digital support, or a related field within the telecommunications industry.
• A proven track record in managing digital platforms, self-service tools, or knowledge bases.
• Demonstrated experience in using data analytics to drive improvements in customer experience or self-service adoption.
• Experience in agile project management.
• Experience in generative AI
• Experience in product development.
• Experience in using design thinking.
• Experience in change management.
• Experience in content creation.

Application Closing Date
15th July, 2024 (10:59 PM).

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