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, the need to deliver perfect Y’elloX culture and customer experience, rapid growth and expansion of MTN Cameroon, highly dynamic global telecommunications trends, complexity of technologies and diversity of offers, changing customer behaviors and expectations, regularly changing market dynamics, the need to achieve and maintain a positive Market Performance Research (MPR) score, and a strong focus on people management and development. Within this environment, the service center Supervisor plays a strategic frontline leadership role, ensuring the successful translation of MTN’s mission 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. Responsibilities include ensuring operational and customer experience excellence, ensuring the effectiveness of the “one-stop-shop” concept, ensuring an NPS score of 9–10, ensuring all staff display the right attitude and professionalism, calling back unsatisfied customers daily, handling escalated or sensitive customer issues, and conducting customer feedback analysis.