JOB PURPOSE

COPS Manager will ensure that multiple customer services and sales centers are run as a profitable, market leader in the customer experience and efficient business units with common objectives, competent resources, process, and standards. COPS Manager is responsible for end to end customer service not limited to store operations management, development, enhancement, maintenance, merchandising, people management, training, performance management, compliance, audit, reporting etc. while providing one stop customer service, sales and bill collection activities to Tigo customers and partners. 

CORE RESPONSIBILITIES

Retail Operations:

• In charge of the overall Zonal customer operations.
  
  
• To ensure all shops are efficiently and effectively managed, visiting them regularly, and monitoring their compliance with policy, procedure, and standards.
  
  
• Responsibility for maintaining shops to an acceptable standard, complying with both safety standards and planned preventative maintenance or revamps. 
  
  
• To promote a customer experience approach within the retail business, investigating complaints or issues of poor customer service, both timely and efficiently.

Engagement:

• Ensure involvement during the engagement Campaigns, launch of Revamp & New Shops and National Holidays in the zone.
  
  
• Analyze Zonal revenue performance and advice on the best Engagements campaign(s) focusing to guarantee 50% increase in Walking customers & 20% walking centers revenue.

Retention:

• >85% Customer satisfaction & 100% FCR of the Walk-in Customers in all branches of the Zone. 
  
  
• Ensure 100% tagging in the Remedy System to all Agents in the zone and monitoring to ensure customer’s issues are being captured.
  
  

Training & Knowledge:

• Preparation of competency analysis, training needs profiling and training plan for each shop. 
  
  
• Publish report and training assessment in relation to this on monthly basis  

• Coordinate all trainings done to CSSRs/supervisors in the Zone.

Product Knowledge and Communications.

• Briefing the Supervisors and Coaches to ensure a clear understanding of the communication sent by the “Product Knowledge and Communications”.
  
  
• Mystery shop to test their awareness of products and services.
  
  
• Products visibility i. e Checking the Updated fliers, posters and banners. 

• 3+ years of proven project management experience. 
  
  
• University degree in technology/engineering / business administration or related areas.
  
  
• PMP certification is highly appreciated. 

• MBA or Master in Science is desired.

This position is open to people:

Local

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Only Successful Candidates will be contacted