Supervisor - Service Center

The Service Center Supervisor operates in a highly competitive and fast, evolving Techco industry, where customer experience, innovation, and agility define success. MTN Cameroon's operating environment is influenced by global, regional, and local dynamics that require continuous adaptation, strong leadership, and operational excellence at all levels.

The role functions within a context characterized by:

• Tough market competition, with several operators and service providers striving for customer loyalty and market share.
• The need to deliver perfect Y'elloX culture and customer experience at every interaction point to differentiate MTN from competitors.
• Rapid growth and expansion of MTN Cameroon, both in terms of revenue and subscriber base, demanding consistent service excellence and efficiency.
• Highly dynamic global telecommunications trends, driven by innovation, digital transformation, and continuous technological advancement.
• Complexity of technologies and diversity of offers — including multimedia, ISP, data, and GPRS services — which require strong product knowledge and effective customer education.
• Changing customer behaviors and expectations, with increasing demand for speed, convenience, and personalized solutions.
• Regularly changing market dynamics, requiring agility, data-driven decision-making, and proactive adaptation of retail operations.
• The need to achieve and maintain a positive Market Performance Research (MPR) score, as a key measure of customer satisfaction and market perception.
• A strong focus on people management and development, ensuring that frontline teams are motivated, skilled, and aligned with MTN's customer-centric culture.

Within this environment, the service center Supervisor plays a strategic frontline leadership role, ensuring the successful translation of MTN's mission — "To lead the delivery of a bold, new digital world to our customers" — into tangible actions at the Service Centre. The Supervisor ensures operational excellence, drives revenue and connection growth, and builds a culture of service that sustains MTN's brand promise of a Brighter, Faster, and More Connected Experience.

Our commitments go beyond an organizational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realize our shared goals.

Our values dubbed, LIVE Y'ello, are the cornerstone of our culture.

Education:

• Bachelor's degree in business administration, Marketing, Management, communication, sales, Social Sciences or any other relevant field or related field.
• Minimum of 3 years of experience in retail, customer service, or sales supervision...
• Certifications in Telecom, Digital Finance, or Customer Experience Management are an added advantage

Experience:

• Minimum of 5 years' Experience at least 3 years are in Telecommunications, FMCG, Retail, Sales or Banking Industries
• Minimum of 2 years in Team Management
• Experience in stock management
• Experience in a customer centric environment would be an advantage
• Experience in a telecommunications environment would be an advantage
• Experience in an ICT environment would be an advantage
• Training
• Relevant Leadership & Functional training identified by the Company

Competencies:

Technical competencies and skill

• Customer Journey Mapping
• VOC & NPS Interpretation
• Operational KPI Monitoring
• Cross-Channel Coordination
• Advanced Excel and Data Interpretation
• User Experience Testing
• Complaint Trend Analysis
• Digital Literacy
• Onboarding Flow Optimization

Functional Knowledge: 

• MTN Products & Services
• Best practice customer service principles
• MTN systems (relevant to customer management)
• MTNC Service Center relevant policies, processes and procedures
• Bilingual (English/French) ;
• Computer literate (Package MS Office).
• MTN environment / Organizational structure
• Principles and methods for showing, promoting and selling products and services
• People Management and Coaching
• Computer literate (Package MS Office).
• Reporting and performance analysis

Skills

• Problem solver & decision skills
• Strong organizational skills
• Alert to environment changes and trends
• Analytical Thinker and Attention to details
• Results Achiever
• Operationally Astute
• Ability to motivate and train
• Leadership & Coaching aptitude
• Active Listening
• Effective Communication skills
• Ability to work under pressure
• Good verbal and written communication skills