Role Purpose

You are responsible for managing agent performance, quality, visibility and network development in one area of Ghana, reporting to the MFS Agent Quality Manager (AQM) for the territory in which this area lies. You are responsible for identifying potential agents, selling the agent value proposition to new agents, recruiting and on-boarding new agents, monitoring agent quality and compliance, and managing agent relationships

Key Responsibilities

1. Agent Network Development

•   Manages relationships with Retail Agents in assigned area, driving them to achieve set targets
•   Provide agents with (re)training and feedback on performance
•   Identifies areas of agents’ weak performance and determines and implements effective strategies to address this
•   Identifies successful strategies for enhancing performance and replicates and shares these as appropriate
•   Identifies areas appropriate for new agents based on customer demand and business opportunity
•   On-boards and trains new agents approved by Channel management, ensuring that they are well trained and knowledgeable about MFS products and incentives
•   Thoroughly understands value proposition of MFS for an Agent and effectively sells this to current and potential Agents
•   Manages monitoring and retraining process to ensure that all agents are well trained and knowledgeable about MFS products and incentives
•   Provides logistical support for community events and subscriber engagement activities to boost agent viability
•   Coach Agents on business development tactics and strategy

2. Agent Network Quality Assurance

•   Communicates Agent customer service requirements including availability of cash and e-money
•   Monitors and audits Agents to assess for quality customer service, visibility and availability
•   Monitors and audits Agents to assess their quality of customer service via visitation and processes such as mystery shopping
•   Escalates Agent issues for resolution
•   Provides feedback to Agents regarding customer complaints, poor performance, poor quality service or good performance
•   Ensure that Agents have consistent and good quality visibility and branding

3. Team Management

•   Manages team of Agent Quality Officers (AQOs)

Qualification Required & Experience

•   Minimum Higher National Diploma (HND) or other higher education qualification
•   Proficiency with IT software such as Excel, Power Point, Word
•   Ability to communicate clearly and concisely in verbal and written English essential
•   Minimum 2 years’ experience in Sales and Distribution role

Location: Accra

How To Apply For The Job

Interested and qualified candidates should

Click Here To Apply Online

Or email us on:

tigo@tigo.com.gh

Closing Date: 26 June, 2014

When you join Tigo, you join a team where your skills, ideas and technical know-how can do more than contribute to the bottom-line. You'll be exposed to enormous experience, great network and a workforce full of talents with youthful exuberance.

At Tigo we are all salesmen and we are responsible for our own development. We consider each vacancy as a development opportunity for Tigo Employees and we develop both the business and people together.