VACANCY ANNOUNCEMENT – MULTIPLE POSITIONS

Organization: Telekom Networks Malawi plc (TNM)

Location: Various (Blantyre, South, North, and across Malawi)

Application Email: vacancies@tnm.co.mw

Application Deadline: 15th June 2026

About TNM

Telekom Networks Malawi plc (TNM) is inviting applications from suitably qualified candidates to fill the following vacant positions below.

Position 1: Retail Shop Manager (South and North)

Reporting to: Customer Experience Director

Key Roles and Responsibilities:

• Manage Customer Experience Division Operations Plan and Strategy
• Monitor service delivery levels at TNM Shops to ensure service is within agreed SLAs and OLAs
• Develop TNM Shop Operational Standards, Service Standards, TNM Policies and Procedures
• Implement and maintain an end-to-end customer relationship system (CRM) and Business Systems
• Analyze and project customer services requirements for TNM Retail Shops
• Provide financial management and control by ensuring all shops adhere to set standards
• Increase shop profitability through increase in outlets and consumer merchandise distributed

Educational and Professional Requirements:

• First degree in Marketing, Business Administration, Accounting, Operation Management, or equivalent is essential. Chartered Institute of Marketing (CIM) is desirable
• Ability to lead and motivate a growing and changing service operation
• Excellent planning, organizing, and prioritizing skills
• Excellent decision-making and problem-solving capabilities
• Well-developed computer knowledge, particularly in Microsoft systems
• Familiar with project management principles and practices as well as Customer Relationship Management (CRM) systems
• Excellent communication and interpersonal skills as well as critical thinking capabilities
• 4–6 years' experience in customer service and customer relationship management, preferably in telecommunications

Position 2: Customer Retention and Loyalty Manager

Reporting to: Customer Experience Director

Major Tasks and Responsibilities:

• Develop and expand strategic redemption partnerships across retail, digital, financial services, hospitality, and enterprise sectors
• Monitor and optimize loyalty program commercial performance metrics, including active participation, redemption rates, points liability, breakage, and points velocity
• Collaborate with Marketing, Product, Digital, and IT teams to implement automated and personalized loyalty campaigns
• Evaluate the effectiveness and ROI of loyalty initiatives through measurable impact on ARPU, retention, customer engagement, and CLV growth

Educational and Professional Requirements:

• Bachelor's degree in Business Administration, Marketing, Statistics, Economics, Telecommunications, Data Analytics, or related commercial field
• Experience in customer retention, loyalty program management, commercial analytics, or CRM within telecommunications, banking, or financial services

Position 3: Data and Reporting Analyst

Reporting to: Call Centre Operations Manager

Major Tasks and Responsibilities:

• Collect and consolidate customer interaction data from multiple platforms
• Maintain and update datasets, dashboards, and reporting structures to ensure accuracy, consistency, and data integrity
• Monitor and validate KPIs, identify trends, performance gaps, and anomalies
• Design and maintain dashboards and produce automated performance reports (weekly, monthly)
• Interpret operational and customer data to support performance monitoring and decision-making
• Support forecasting, capacity planning, and workforce optimization through analysis of trends
• Track key service metrics including complaints, FCR, call quality, and resolution rates
• Collaborate with cross-functional teams to ensure consistent and accurate data capture
• Ensure data accuracy through validation, reconciliation, and quality checks
• Support compliance reporting, audits, and governance requirements

Educational and Professional Requirements:

• Bachelor's degree or Diploma in Business Information Technology, Statistics, Data Analytics, or related field
• Proficiency in Microsoft Excel, Power BI, or similar reporting tools
• Understanding of customer experience and performance metrics
• Good communication and presentation skills
• Ability to interpret data and provide actionable insights

Position 4: Call Centre Supervisor

Reporting to: Call Centre Operations Manager

Major Tasks and Responsibilities:

• Supervises daily inbound call activities to ensure service levels are met
• Monitors agent performance, call quality, and adherence to processes
• Resolves escalated customer queries promptly and professionally
• Maintains high floor visibility, offering support to agents in real-time
• Ensures proper case tagging by agents in all customer interactions
• Leads and supervises outbound campaigns, including sales, follow-ups, retention, and customer engagement
• Drives teleselling performance, motivating agents to meet or exceed sales targets
• Monitors outbound KPIs such as contact rates, conversion rates, and productivity
• Ensures compliance with teleselling scripts, regulatory requirements, and ethical selling standards
• Delivers regular coaching, performance reviews, and skills development sessions
• Compiles and submits shift reports, sales performance updates, and operational dashboards
• Assists in workforce planning, scheduling, and resource optimization

Educational and Professional Requirements:

• Bachelor's degree in Business Administration, Marketing, Business Management, or Accounting/Finance
• At least 3 years of experience working in a Call Centre
• Strong knowledge of inbound, outbound, and teleselling processes
• Demonstrated ability to lead teams and drive performance
• Excellent communication, coaching, and conflict resolution skills
• Proven ability to meet both service and sales targets
• Proficiency in Call Centre systems and Microsoft Office tools
• Strong analytical and reporting skills

Position 5: Helpdesk Technical Support Officer

Reporting to: Call Centre Operations Manager

Major Tasks and Responsibilities:

• Provides first-line technical support for hardware, software, network, and application issues
• Performs basic troubleshooting and resolves issues at first contact where possible
• Escalates complex issues to second-line or specialist support teams
• Maintains IT equipment inventory and conducts routine checks on Call Centre devices
• Supports systems installation, setup, and basic maintenance for Call Centre environments
• Follows up with users to ensure issues are resolved satisfactorily
• Communicates technical issues clearly and professionally to users
• Ensures proper user verification before providing support
• Adheres to IT policies and data protection requirements
• Maintains confidentiality of user and organizational information
• Reports security incidents and system risks promptly

Educational and Professional Requirements:

• Bachelor's Degree or Diploma in Information Technology, Computer Science, or a related field
• Experience in IT support or a similar technical support environment
• Experience working in a fast-paced service desk or Call Centre environment
• Experience troubleshooting hardware, software, and network-related issues
• Good understanding of IT support principles and service desk operations
• Strong communication and customer service skills

Position 6: Helpdesk Support Engineer – ESOC

Reporting to: Helpdesk Support Engineer Supervisor

Major Tasks and Responsibilities:

• Provides first-line technical support for enterprise internet, VPN, SIP, email, domain, and cloud services
• Manages incidents and faults from initial report through to resolution while keeping customers informed
• Performs troubleshooting and resolves issues within agreed Service Level Agreements (SLAs)
• Escalates complex technical issues to higher-level engineering and support teams
• Monitors service performance including latency, packet loss, and CPE uptime
• Logs, categorizes, and prioritizes incidents, service requests, and change requests
• Supports hosted mailbox creation, email configuration, and spam monitoring
• Collaborates with cross-functional teams to deliver customer-focused solutions
• Advises network and service delivery teams on technical solution implementation
• Adheres to IT policies, security standards, and data protection requirements

Educational and Professional Requirements:

• Bachelor's Degree or Diploma in Telecommunications Engineering, Information Technology, Computer Science, or related field
• Strong knowledge of networking concepts (TCP/IP, OSP, UDP – Routing, Switching)
• Experience with enterprise connectivity solutions (MPLS, VPNs, leased lines)
• Knowledge of network protocols including OSPF, EIGRP, ISIS, RIP, IP, TCP, UDP
• Familiarity with Windows and Linux operating systems
• Knowledge of software and hosting platforms such as Microsoft Exchange, Office 365, cPanel
• Knowledge of networking monitoring tools such as PRTG, Observium, Grafana, Ping plotter, etc.
• Strong analytical, troubleshooting, and problem-solving skills
• Excellent written and verbal communication and interpersonal skills
• Certifications such as CCNA/CCNP or equivalent are an added advantage

Position 7: Customer Service Assistant

Reporting to: Shop Executive

Major Tasks and Responsibilities:

• Educates and disseminates information on company products and services to walk-in customers
• Resolves all customer-related issues and escalates outstanding issues to relevant service owners
• Drives and cross-sells shop products and services: airtime, Mpamba, SIM cards, devices, and post-paid sales
• Adheres to all TNM Shop Operational Standards, Service Standards, and TNM Procedures
• Prepares and submits daily, weekly, and monthly customer issue reports
• Initiates Mpamba Agent onboarding process to grow Mpamba shop revenue
• Initiates device sales, service activations, and onboarding of broadband customers
• Participates in periodic market activation programs to drive shop in-house sales
• Reconciles daily, weekly, and monthly financial reports and submits them to the shop manager and finance

Educational and Competencies Requirements:

• Minimum of Diploma in Business Management, Marketing, Accounting, or any related field
• Problem-solving and analytical skills
• Excellent oral and written communication skills
• Excellent interpersonal skills
• Result-oriented person with great ability to work with minimal supervision

How to Apply for All Positions

Interested applicants should send their application letters together with curriculum vitae through email to:

The Human Resources and Administration Director

TNM Plc

Livingstone Towers

P.O Box 3039

Blantyre

Email: vacancies@tnm.co.mw

Please indicate your preferred job location in your application.

Deadline

15th June 2026

Only shortlisted candidates will be contacted.