MTN
Business Kenya Limited has grown to become one of the leading providers of
corporate communications having modern and reliable network infrastructure in
the region.
Team Leader, Service Delivery
Reporting to the Service Delivery and Strategic Projects Manager, the ideal candidate will be responsible for managing the Customer Service Team by ensuring delivery of first class, professional and high quality of customer service to all MTN Business customers.
The incumbent will have the mandate of:
- Inducting,
developing and supporting the team to ensure resolution of enquiries,
complaints and requests for services at the earliest possible opportunity.
- Responsible for
day to day running of the helpdesk, developing work/shift schedules,
coordinating handover notes, ensuring efficient and optimum service
provision and providing administrative support across the hours of
operation.
- Managing and
collaborating with third party suppliers in ensuring that their
performance and provision of services and quality is in line with our
standards and expectations.
- Implementing and
managing customer and suppliers Service Level Agreements for availability
and delivery.
- Facilitating
total account management in collaboration with other arms of the business.
- Managing the
helpdesk call process and capture all activities into the Client
Relationship Management (CRM) system.
- Implementing and
managing service delivery matrices.
- Coordinating
performance appraisals and leave plans for the team.
- Managing all
escalations from the helpdesk, incident tracking, communication resolution
of the faults and building service relationship with customers and
conducting service reviews for customers.
- Preparing
incident and operational reports.
Knowledge,
skills and ability required:
- Bachelor’s
degree in Information Technology/Computer Science or Engineering related
field such as Electrical Engineering.
- At least 4
years’ experience of managing a Service Desk, two years’ with supervisory
experience within a contact centre environment,
- Excellent
knowledge of Networks and Internet troubleshooting, exposure to
Information technology standards I.e. ITIL and ISO will
be an added advantage
- Excellent
interpersonal, people management and analytical skills.
- Experience in
managing and maintaining client relationships.
- Demonstrable
good written and verbal communication skills.
- Precision,
reliability, dynamism and flexibility.
Interested
candidates who meet requirements for the above positions may send their
applications and detailed CV, including your qualifications, experience,
present position and current remuneration.
The
forwarding e-mail and cover letter must clearly indicate the job title on the
subject line.
Send
your application to hr@mtnbusiness.co.ke by 21st June 2013, before 5:00pm East
African time.
MTN
Business Kenya reserves the right to accept or reject any application.
Only
short-listed candidates will be contacted.