Shop Manager at AirtelTigo

Job Summary

The successful candidate will join as a Shop Manager in the Customer Experience department, 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 ensuring professional and courteous support to customers.

Key Responsibilities

People Management

• Perform performance management of shop employees
• Provide coaching and recommend training for team members
• Supervise training implementation and track process adherence of all customer experience employees in the shop
• Provide team briefings and coaching programs to enhance service delivery
• Manage team engagement and motivation
• Participate in all trainings and personal development exercises

Process Management

• Work closely with Retail Manager to ensure uniformity of AirtelTigo Retail Customer Experience (CEX) guidelines
• Manage customer experience deliverables, standards, processes, service levels, and compliance in the store
• Supervise health of acquisitions and ensure compliance on activations
• Manage and ensure availability of products and devices in the shop
• Enforce and track process adherence across all customer experience operations

Customer Experience

• Drive enhanced customer experience in the shop
• Ensure that L2 and L3 tickets are handled according to defined Service Level Agreements (SLAs)
• Drive customer engagement initiatives in the store
• Ensure good ratings on T-NPS and CES metrics

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
• Strong people management skills
• Excellent planning and organizational abilities