Specialist - Campaign Management and Worforce

2 weeks ago

Johannesburg, South Africa MTN Nigeria Full time

Title of job: Specialist: Campaign Management and Workforce Management

Number of subordinates: 0

MTN Job Level: 2

Location of the job:
Johannesburg. SA

Solid Reporting Line:
Manager: Collections

1. Mission/ Core purpose of the Job

The core purpose of the Campaign/Workforce specialist is to enhance the Collections function through dialler campaign management, effective and efficient workforce management and analytics so as to maximize the collection of arrears amounts and minimize bad debt write offs. This includes:

- Effectively manage the outbound dialler;
- Efficient resource management;
- Execution of collections strategies through the management of daily productivity in and output measures required to achieve and exceed collections targets.

2. Context (Global influences, environmental/industry demands, organisational mission etc.)

Organisational Mission

MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

Global Influences / Environmental & Industry Demands
- Highly dynamic and fluctuating Telecommunications industry
- Highly competitive market with new and established competitors
- Fast moving industry
- Legislative changes
- Legal parameters set by the insurance industry
- Rapid pace of digitalization
- Prevailing economic pressures affecting staff and customers
- Fluid complexities of customer expectations and demands
- Prevailing economic pressures affecting staff and customers
- Fluid complexities of customer expectations and demands

3. Key Performance Areas: Core, essential responsibilities outputs of the position (KPA's)

Campaign Management
- Implement and execute the collection strategies, plans and procedures through the management of the collection’s agents and team leaders.
- Develop and set comprehensive tactical plans and goals for campaign performance and growth.
- Management of the daily campaign productivity measures.
- Give input into processes and procedures where quality of work may be improved.
- Conducting regular book analysis reviews and report reviews to highlight and identify areas of opportunity within the campaign to increase efficiency and effectiveness.
- Monitor campaign performance and collaborate with the various portfolio analysts on the functional areas to improve campaign and collections performance.
- Establishing the best time to contact customers and load campaigns accordingly.
- Build scripts for the different channels of communication.
- Aligning and updating of Collection plans to different debtor behaviours.
- Analysis of reasons for non-payment.
- Personalisation of collections communication/campaigns according to types of debtors, e.g. late payers.
- Monitor dialler performance/effectiveness and make suggestions on enhancements.
- Segmenting and analysing of data before it is loaded onto the dialler, together with bureau information.
- Collaborate with bureaus to build collections scorecards.
- Constantly monitor performance of collections scorecards and calibrate where necessary.
- Segmenting the book into different campaigns that target different customers.
- Establishing, through analysis, the methods of contact (multi-channel communication streams) that different customers prefer/respond to.
- Establishing propensity models per customer and segment campaigns accordingly (e.g. propensity to pay, propensity to contact).
- Ensure most recent debtor contact details are updated to the system at all times.
- Monitor number of unsuccessful contacts and analyse reasons.
- Monitor, analyse and report on success of various campaigns and make changes so to ensure that campaigns are successful.
- Analyse and monitor disposition usage.
- Ensure service level, answer rate and all other call center KPIs are met.
- Business contact for all collections projects and initiatives.
- Manage and ensure implantation of all system changes required in order to enhance the Collections function.
- Analyse AHT, call recordings, etc. together with external benchmarking to make informed decisions on “how long a call should take” to increase productivity.

Workforce Management
- Work force management (shifts) for all Collections staff according to campaigns vs staff available, factoring in “best time” to contact.
- Updating of all workforce related activities, e.g. leave, system downtime.
- Overall effective and efficient management of resources.
- Manage capacity planning, forecasting, scheduling and intraday management.
- Publish all critical WFM related KPIs using dashboards.
- Address any deviations with Supervisors.
- Constantly monitor queues, identify issues and manage issue to resoluti

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