Shop Manager at AirtelTigo

Job Summary

The successful candidate will join the Customer Experience department as a Shop Manager. Reporting to the Retail Manager, you will manage AirtelTigo shops to ensure superior customer service and drive revenue growth. You will supervise and coordinate the work efforts of shop executives by providing professional and courteous support to customers.

Key Responsibilities

People Management

• Work closely with the Retail Manager to ensure uniformity of AirtelTigo Retail CEX guidelines
• Manage performance of shop employees
• Provide coaching, recommend and supervise training for team members
• Enforce and track process adherence of all customer experience employees in the shop
• Provide team briefing and coaching programs to enhance service delivery
• Participate in all trainings and personal development exercises
• Ensure team engagement

Process Management

• Manage customer experience deliverables, standards, processes, service levels and compliance in the store
• Supervise the health of acquisitions and ensure compliance on activations
• Manage and ensure availability of products and devices in the shop
• Drive enhanced customer experience in the shop

Customer Service

• Ensure that L2 and L3 tickets are handled according to defined SLAs
• Drive customer engagement initiatives in the store
• Ensure good ratings on T-NPS and CES

Required Qualifications and Experience

• Bachelor's degree from a recognised institution
• 2-4 years of experience in retail operations and management

Core Competencies

• Excellent knowledge in retail operations management
• Excellent analytical and problem-solving skills
• People management skills
• Excellent planning skills

Location: Accra, Ghana
Employment Type: Full-Time