Job Title: Franchise Supervisor
Organisation: Airtel
Duty Station: Kampala,
Uganda
Uganda
About Airtel:
Airtel was
launched in Uganda in 1995 and is Uganda’s most innovative mobile phone
operator, which has introduced many “firsts” in the telecommunication sector
such as: Pre-paid plans, Post-paid plans, International roaming, Dedicated
customer care, One rate to all networks, Fax and Data, Call forwarding, Per
second billing, Freedom Forever and Mobile Top up. Airtel in Uganda is a great success story in
Uganda. Our customer base has grown tremendously – so has our coverage – and
our service quality is unsurpassed in the market.
launched in Uganda in 1995 and is Uganda’s most innovative mobile phone
operator, which has introduced many “firsts” in the telecommunication sector
such as: Pre-paid plans, Post-paid plans, International roaming, Dedicated
customer care, One rate to all networks, Fax and Data, Call forwarding, Per
second billing, Freedom Forever and Mobile Top up. Airtel in Uganda is a great success story in
Uganda. Our customer base has grown tremendously – so has our coverage – and
our service quality is unsurpassed in the market.
Key Duties and Responsibilities:
·
In charge of ensuring excellent and efficient
service delivery at the shop aligned to Airtel service standards.
In charge of ensuring excellent and efficient
service delivery at the shop aligned to Airtel service standards.
·
Set and drive quality standards in franchisee shops
Set and drive quality standards in franchisee shops
·
Carry out periodic customer satisfaction surveys.
Carry out periodic customer satisfaction surveys.
·
Instill remedial actions in instances service levels
fall below the set standard.
Instill remedial actions in instances service levels
fall below the set standard.
·
Receive and respond to escalated queries and
complaints from CSAs; where necessary refer these to the relevant departments
and follow up to ensure speedy resolution.
Receive and respond to escalated queries and
complaints from CSAs; where necessary refer these to the relevant departments
and follow up to ensure speedy resolution.
·
Receive communication on new products and services
and cascade to the CSA’s effectively.
Receive communication on new products and services
and cascade to the CSA’s effectively.
·
Provide timely feedback to the CSAs to enable them
to communicate with the customers.
Provide timely feedback to the CSAs to enable them
to communicate with the customers.
·
Identify training gaps and recommend trainings to
ensure that they are closed.
Identify training gaps and recommend trainings to
ensure that they are closed.
·
Set clear processes to manage customer experience
and ensure that they are adhered to.
Set clear processes to manage customer experience
and ensure that they are adhered to.
·
Make recommendations to management in terms of sales
and service improvements.
Make recommendations to management in terms of sales
and service improvements.
·
Responsible for communication of standard rules and
operational guidelines.
Responsible for communication of standard rules and
operational guidelines.
·
In charge of developing, communicating and enforcing
stock holding procedures.
In charge of developing, communicating and enforcing
stock holding procedures.
·
Ensure franchisee management manages stock levels to
avoid stock outs.
Ensure franchisee management manages stock levels to
avoid stock outs.
·
Actively monitor the franchised shops stocks/
product availability and variety.
Actively monitor the franchised shops stocks/
product availability and variety.
·
Responsible for monitoring and ensuring proper
branding in franchisee shops.
Responsible for monitoring and ensuring proper
branding in franchisee shops.
·
Identify and highlight any security gaps for
immediate closure.
Identify and highlight any security gaps for
immediate closure.
·
Provide on job training to staff.
Provide on job training to staff.
·
Monitor and highlight any staff disciplinary issues.
Monitor and highlight any staff disciplinary issues.
·
Align own shop best practices in the franchisee
outlet.( Opening/Closing hours, name
tags and uniforms, tidy work environment etc).
Align own shop best practices in the franchisee
outlet.( Opening/Closing hours, name
tags and uniforms, tidy work environment etc).
·
Follow up on system downtimes for speedy resolution.
Follow up on system downtimes for speedy resolution.
Qualifications, Skills and
Experience:
Experience:
·
The Franchise Supervisor should hold a Bachelor’s
degree in a business related field.
The Franchise Supervisor should hold a Bachelor’s
degree in a business related field.
·
At least three years’ experience in sales with two years
in sales management.
At least three years’ experience in sales with two years
in sales management.
·
Experience in retailing/retail management.
Experience in retailing/retail management.
·
Working knowledge of the telecommunications industry
or FMCG environment.
Working knowledge of the telecommunications industry
or FMCG environment.
·
Detailed knowledge of channel and direct sales.
Detailed knowledge of channel and direct sales.
·
Ability to communicate effectively in English both
orally and wriiten.
Ability to communicate effectively in English both
orally and wriiten.
·
Able to operate in a performance driven
organization.
Able to operate in a performance driven
organization.
·
Culturally aware.
Culturally aware.
How to Apply:
All suitably qualified candidates should send their
applications by clicking on this link.
applications by clicking on this link.
Please upload
the following in your application; an updated CV / resume (PDF or Word Format)
which should include your contact information and three work related references
and a one page statement describing your suitability for the role should be
included.
the following in your application; an updated CV / resume (PDF or Word Format)
which should include your contact information and three work related references
and a one page statement describing your suitability for the role should be
included.
Deadline: 14th August 2015
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