Job Title: Contact Centre Team Leader – Retention
Reports to: Contact Centre Supervisor
About MTN Uganda:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services. MTN is an equal opportunity employer and is currently expanding and is seeking to recruit competent individuals to fill the following vacant Position of Contact Centre Team Leader – Retention.
Job Summary: To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s
Key Duties and Responsibilities:
- Implement Contact Centre critical business processes and suggest improvements
- To implement motivational programs to keep advisor morale high and retention low
- Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.
- Provide feedback on the activities of the key supporting business units to ensure adherence to quality norms
- Participate in Contact Centre special projects as required
- Recommend training and development interventions and follow through to resolution
- Participate in identification and implementation of the Contact Centre operational policies, procedures and processes
- Manage and report on advisor performance
- Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
- Perform Quality checks and implement measures to improve performance levels and meet objectives
Qualifications, Skills & Experience:
- A Bachelor’s Degree in social sciences or business related field from a recognized university.
- He/ she must have a minimum of 1 years work experience in the Call Centre position or similar position in a reputable Call Centre environment.
- High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact Centre principles, Call Centre methodology and math’s.
- The candidate must be a team player, have good communication skills, good interpersonal skills, ability to listen, attention to detail, possess good written and verbal skills.
- The candidate needs to have a good working knowledge of the products and services provided by MTN Uganda.
- In addition the candidate must be flexible and have the ability to handle stress, must have good planning and organizational skills, investigative and problem solving skills, must be enthusiastic and effective at motivating others and must be able to work under minimum supervision be honest and of high integrity with respect for self and others.
How to Apply:
MTN Uganda is an equal opportunity Employer. Interested candidates should send their Job Applications with detailed CVs, certified copies of academic certificates (originals are to be presented at the interview) and names and addresses of three referees addressed to the: Recruitment Officer, MTN- Uganda, P.O Box 24624, Kampala, not later than Friday April 5, 2013.
NB: Only successful candidates will be contacted.
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