MTN Uganda Jobs – Contact Centre Team Leader – Retention

• 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

• 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.

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