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NAFASI YA KAZI TIGO TANZANIA , JUNE 2017

COPS Manager, North Zone (Grade 11)

JOB PURPOSE
COPS Manager is responsible for end to end customer service not limited to store operations management, development, enhancement, maintenance, merchandising, people management, training, performance management, compliance, audit, reporting etc. while providing one stop customer service, sales and bill collection activities foro Tigo customers and partners.

CORE RESPONSIBILITIES

Retail Operations:

In charge of the overall Zonal customer operations.To ensure all shops are efficiently and effectively managed, visiting them regularly, and monitoring their compliance with policy, procedure and standards.Responsibility for maintaining shops to an acceptable standard, complying with both safety tandards and planned preventative maintenance or revamps.To promote a customer experience approach within the retail business, investigating complaints or issues of poor customer service, both timely and efficiently.

Engagement:

Ensure involvement during the engagement Campaigns, launch of Revamp & New Shops and National Holidays in the zone.Analyze Zonal revenue performance and advice on the best Engagements campaign(s) focusing to guarantee 50% increase in Walk-in customers & 20% walk-in centers revenue.

Retention:

>85% Customer satisfaction & 100% FCR of the Walk-in Customers in all branches of the Zone.Ensure 100% tagging in the Remedy System to all Agents in the zone and monitoring to ensure customer’s issues are being captured.

Training & Knowledge:

Preparation of competency analysis, training needs profiling and training plan for each shop.Publish report and training assessment in relation to this on monthly basisCoordinate all trainings done to CSSRs/supervisors in the Zone. 

Product Knowledge and Communications.

Briefing the Supervisors and Coaches to ensure a clear understanding of the communication sent by the “Product Knowledge and Communications” .Mystery shop to test their awareness on products and services.Products visibility i. e Checking the Updated fliers, posters and banners.

QUALIFICATION

3 to 5 years of proven customer service management experience in a supervisory role.University degree in Business Administration or related areas.Proficiency with the MS Office Suite including Microsoft Word, Excel & Power Point

"We are committed to equal employment opportunities and unbiased treatment of all individuals in all employment practices"

Only Successful Candidates will be contacted

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