Agent Performance Specialist-MultiChoice Group

The Organization

The Video Entertainment segment of Naspers is a broad-based multinational media group headquartered in South Africa and Dubai with principal operations in pay television and video entertainment. The group operates in almost 50 countries in Africa. Its holding company, Naspers, is listed on the Johannesburg Stock Exchange (JSE) and has an ADR listing on the London Stock Exchange (LSE). International investors account for around 50% of its shareholder base.
An African platform operator, Video Entertainment’s expertise lies distributing media products, creating media content and selling advertising. Its key areas of operations are:
Pay Television: direct-to-home satellite and digital terrestrial television services; and
SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets
Operating in the majority of African countries, Video Entertainment is the leading Pay TV provider in most of the key African markets. Its strategy is to offer the best local and international content across multiple platforms to customers wherever they are.
The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Over the years Video Entertainment has built a successful track record of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues mainly by collecting subscription fees, with a moderate contribution from advertising revenue. Its key objectives are to:
Build its Pay TV and SVOD subscriber base
Focus on investment and technology
Maintain a local approach
Provide quality service
Attract innovative and motivated employees

Position Name
Agent Performance Specialist

Reports to
Channel Performance and Assisted Services Senior Manager

Direct Reports
N/A

Division
MAL Customer Care
Department
Customer Experience and Care

Key Customers
Key Internal Contacts
MultiChoice Africa Care Management
MultiChoice Exco Team
In-country and Regional teams, including Regional Director, General Management and in-country Care Management
MAL Group teams such as (but not limited to) the CII team, Human Resources and Skills development teams

Location
South Africa

Purpose of the Position: Primary function will be to establish Customer Care performance standards in collaboration with MAL corporate and In-Country Customer Care teams and HR. Establish an evaluation and close the loop framework to support (not limited to) training, development, and succession planning strategies. Establish principles related to reward and recognition.

Key Performance Objectives
Tasks



Customer Care Performance Scorecards

Establish standardized Customer Care scorecards aligned to the various roles and levels within the Customer Care departments in collaboration with MAL corporate and in-country Customer Care managers
Agree with MAL corporate and in-country Customer Care manager’s standard metrics and measurements at the various levels that drive the delivery of the overall Care strategy
Implement and track

Customer Care Career Progression and Succession Planning

Define the Customer Care career progression roadmap
Enable succession planning through learning & development, peer to peer coaching and employee transfers of skills to deliver against the career progression roadmap
Implement and track

Customer Care Reward and Recognition

Define the principles and framework of reward and recognition for customer care staff at a corporate and in-country level
Ensure that reward and recognition framework is in line with country legislation – work with legal teams and HR
Innovation of rewards to increase employee engagement and motivation that translates into successful delivery of the Care strategy
Implement and track

Customer Care Measurements
Customer Care Close the Loop Facilitation
Collaborate with MAL and In-country Customer Care management to define key KPI’s, measurement of KPI’s at a channel level.
Agree and obtain sign-off from relevant stakeholders on key success measures and standardize across MAL countries and corporate
Customer Care point of contact to drive learning and development new requirements and refreshers
Ensure the adoption of employee related engagement activities at the various care channels
Drive a culture of coaching, development and ongoing employee engagement
Implement and track

Qualifications
Relevant Degree / Diploma
HR experience an advantage

Experience
Experience in a customer success, account manager, or professional services role preferable
Strong communication skills and the ability to work with multiple teams to drive performance improvement across customer care channels
Experience developing performance scorecards, KPI's at various levels
Experience in designing a reward and recognition framework - specific to customer care would be an advantage
Experienced in finding solutions to customer challenges


Technical Competencies
Relationship building
Deadline Driven
Strong Coordination Skill
Conflict Management
Strong Analytical Skill
Strong Communication Skill
Report writing and presentation skills.


Behavioral Competencies
Accountability
Teamwork
Delegation
Interpersonal Support
Perseverance
Motivating
Prioritization
Analytical Thinking


Apply Here http://bit.ly/2MoygWZ

Job id : , #70289, 54 views,

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