The Controller, Contact Centre Performance Tracking at MTN Ghana is to provide support for the department’s operations through efficient management of communication functions, training, orientation of new hires, PPP audits & Management, Performance tracking and evaluations, employee on boarding and off boarding management and Vendor Management.
Division: Customer Relations
Department: Call Centre, Online & Digital Channels
Position: Controller, Contact Centre Performance Tracking
Level: MTN Level 2
Reports to: Manager, Call Centre, Online & Digital Channels
Implement Mobile Money business plans and overall business strategy.
Analyse quality assurance feedback and lead team to organise and provide reports on Needs Analysis (NA), Mystery Shopping (MS), Knowledge Test (KT) and Customer Feedback surveys (CSF).
Oversee training delivery and prepare and enforce training schedules, conduct training evaluations and provide monthly training and coaching reports to Managers.