Quality Service Manager jobs

About us

We are an MTN authorized Dealer to sell MTN Products and Services, we are in the telecommunications industry. Been in business for the past 21 years.

Opportunity is at MTN Winnie Mandela Prescint

Job Description – Store Manager

Job Description

• Implementing plans, controls and standards for optimum performance and alignment with strategies
• To provide day-to-day management, support and guidance
• Any other such duties that may be reasonably expected within the course of duty.

Job Summary

• Administer and control available resources to achieve goals and objectives
• Communicate goals clearly and facilitate achievement thereof
• Manage and motivate team to achieve agreed goals and targets
• Set boundaries within which direct reports will operate and clarify roles to match the level of expertise and results required.
• Communicate actively and effectively resolving any potential conflicts that may arise
• Evaluate and assess people performance
• Build and enforce a customer centric approach
• Build and maintain collaborative teamwork
• Coach, guide and motivate team / staff
• Build professionalism, loyalty and commitment to the organization
• Have the self-insight and flexibility to adapt to different situations
• Live the business brand – change and influence employee’s behaviour
• Manage diversity
• Suggest concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Explore and recommend creative and innovative solutions to enhance performance
• Encourage continuous service improvement
• Implement cost-saving activities
• Dissemination of information
• Customer retention through customer contracts
• Team motivation
• Budget compliance

Job Duties

Input into Operational Planning

• Provide input into the long-term plan
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level
• Input into identifying ways to fine tune systems and methods of service and product delivery in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further

Internal processes

• Drive implementation of MTN & Business policies, processes, procedures and systems, ensuring compliance with the set operational framework and monitor the execution thereof, making recommendations for corrective actions where necessary
• Identify and facilitate improvement opportunities and initiatives at system, process and procedural level to drive optimal and efficient sales and service levels
• Ensure that systems and controls are in place for optimal stock management and accurate forecasting at the shops assigned
• Ensure effective methods and standards are in place for delivery of customer experience
• Identify, resolve or escalate business risks accordingly
• Alert stakeholders to potential risks

Supervision and Sales Growth

• Coordinate and manage the activities of Leads in the assigned area region
• Communicate strategy and implement action plans
• Drive and ensure execution of initiatives and activities
• Adopting corrective action where applicable
• Ensure and facilitate implementation of promotional plans
• Manage and maintain targets for the assigned stores
• Pursue opportunities to increase sales in the shops
• Determine and drive implementation of the best methods to reach sales, revenue and targets as defined
• Ensure staff understand objectives and targets and are able to achieve required service levels
• Conduct and assist in the relevant analysis of market knowledge, trends and competitive information, escalating information to the business as required
• Provide input into forecasting needs for the area
• Manage obsolescence, ensuring sell through of product and stock
• Identify training needs and liaise with Operational Managers to ensure sales teams are trained and skilled to engage with customers and provision of effective sales and service argumentation and tools
• Resolve issues/ queries and liaise with relevant areas within MTN or the business

Budget Management and Cost Control

• Provide input into the forecasting, planning, development and review of the budget for the assigned stores.
• Communicate, monitor and control the annual budgets, assisting to ensure optimal budget management and attainment of targets and reporting as necessary
• Ensure effective cash management and efficient use of financial resources
• Identify opportunities to generate additional revenue and minimise costs
• Report on achievement of monthly targets

Customer Satisfaction

• Establish and build relationships with all relevant stakeholders
• Align service delivery to changing market segments
• Understand customer needs and develop and fine-tune solution accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Deliver measurable results

Reporting

• Report on results for the assigned area (activity, budget, compliance audits and customer/ stakeholder’s feedback, etc.)
• Ensure on-going communication to critical stakeholders

Job specification

Knowledge

• A broad understanding of the MTN business
• A good understanding of sales and customer service processes
• An understanding of basic finance terminology and processes (e.g. budget, cash-flow, working capital, Forecasting, variance analysis, cost)
• Knowledge of current and relevant legislation and regulations
• In-depth knowledge of the MTN products and services

Skills / physical competencies

• Planning skills – plan, prioritise, resource allocation and deliver on time
• Technical / professional excellence
• Relationship building
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Ability to control and direct to maximise performance of others and arrange logistics
• Delegation skills – allocation of tasks and coaching
• Feedback skills
• Computer literate
• Problem solving skills
• Budgeting and cost control skills
• People management skills – managing and monitoring performance
• Conflict management skills
• Communication skills
• Stress management skills
• Time management skills (specifically the ability to prioritise)
• Leadership skills
• Ability to meet deadlines

Training

• Products and Services
• Systems training
• General

Behavioural qualities

• Self-motivated and self-managed
• “Hands-On”
• Responds well under pressure
• Ethical and fair
• Self-managed
• Assertive – being tough when necessary without fear or favour
• Resilience – to repeatedly challenge despite setbacks and resistance
• Proactive / initiative – to introduce on-going changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Innovative
• Customer centricity
• Highly driven and motivated individual, with strong personal presence, integrity and resilience
• Decisive
• Action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus
• Operate with integrity (high ethics)
• Pressure tolerance
• Consultative
• Perseverance
• Team-orientation

General Working Conditions

• Flexible working hours
• Pressurized deadline and target driven environment
• Work directly with all stakeholders

Job Types: Full-time, Permanent

Pay: From R8 000,00 per month

Ability to commute/relocate:

• Rivonia, Gauteng: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have reliable vehicle?
• Rate your Computer literacy skills from 1-5?

Experience:

• Telecommunication enviroment: 5 years (Required)

Work Location: In person