SUPERVISOR - SERVICE CENTER

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Trending Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better. Job Description 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. Responsibilities Operational and customer experience excellence has become critical for success. The urgency for transformation is more heightened amidst increased competition and rising customer expectations. The Service Center Supervisor must therefore ensure successful delivery in the context below: Customer Experience & Service Quality Ensure the effectiveness of the “one-stop-shop” concept by ensuring each Service Centre staff can welcome, educate, assist customers, and sell all MTN products and services. Ensure an NPS score of 9–10 by providing feedback to staff and implementing corrective actions to enhance service quality. Ensure all staff display the right attitude and professionalism towards customers as per MTN policy and CRM flow. Call back (via SMS/email) unsatisfied customers daily to reassure, apologize, or provide feedback to improve satisfaction and NPS. Handle escalated or sensitive customer issues in a timely and efficient manner to maintain trust and loyalty. Conduct customer feedback reviews and service quality assessments to identify improvement opportunities. Team Development & Knowledge Management Ensure all Service Centre staff are fully knowledgeable on MTN products and services. Guarantee timely and appropriate training on new and existing products and services. Monitor product and service knowledge assessment results and organize refresher sessions as required. Ensure staff are properly trained to assist customers in device configuration, troubleshooting, and digital tools. Motivate and coach the team to maintain high morale, discipline, and customer focus. Organize internal staff challenges, events, and motivational activities to build team spirit and engagement. Sales & Revenue Management Monitor daily, weekly, and monthly sales performance and implement corrective actions when necessary. Ensure all MTN products and services are available, well displayed, and safely managed. Drive cross-selling and upselling of digital and financial services (e.g., MoMo, MyMTN App).

Reconcile daily stock and sales for each SCR and the Service Centre as a whole.

Provide monthly reconciliation reports to Finance detailing stock, cash deposits, and reconciliation gaps.

Conduct necessary checks and investigations to justify and correct reconciliation variances.

Operational & Facility Management

Ensure the Service Centre’s security, safety, and compliance with company procedures (alarm systems, guards, safe handling, money transfer policies).

Ensure all facilities and equipment (air conditioning, lighting, generators, doors, furniture, etc.) are functional and report issues promptly to the Facilities Unit.

Maintain the overall cleanliness and hygiene of the Service Centre through regular spot checks and agency supervision.

Liaise with the Marketing team to ensure updated and compliant branding, visual identity, and promotional materials.

Ensure all Service Centre operations strictly comply with NSC policies and procedures.

Provide daily, weekly, and monthly reports on Service Centre activities, performance, and key issues

Key Deliverables

customers satisfaction (NPS) and MPR scores.

Achievement of sales, revenue, and connection targets.

Compliance with operational and reconciliation standards.

Quality of service and adherence to procedures.

Staff productivity, engagement, and training completion.

Store audit results and operational excellence ratings.

Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.

 

Contribute to SCR/SA/ up-skilling by delivering refresher training sessions to SCR/SA/ when and where appropriate, on systems and on queries management and their own development

Identify the talents and to develop practices to motivate them to give their best for the company and for their personal development

Manage people and achieve results without authority (with tact and diplomacy)

Provide coaching to the staff under the responsibility 

Coach new staff properly for better results

Ensure that all staff are properly trained & master MTN ICT, ISP & GSM products & services 

Provide information to the Manager on work accomplishments, individual / team challenges 

Lead team meetings and contribute on specialist areas when required

Qualifications 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 advantageTraining

Relevant Leadership & Functional training identified by the Company

Competencies:

Technical competencies and skill

Customer Journey Mapping VOC & NPS Interpretation 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

Individual must be flexible and be able to work nights, weekends, and publics Holidays

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