Job Title: Service
Center Manager
Center Manager
Organisation: ITC Company
Duty Station: Gulu University, Uganda
Our Client provides Business
Process Outsourcing (BPO), Commodity Resource Platform, a service to help
farmers access Agricultural information, Mobile money services and internet
services to the community. It’s aimed at eradicating poverty through generation
of employment to the youth in Northern Uganda.
Process Outsourcing (BPO), Commodity Resource Platform, a service to help
farmers access Agricultural information, Mobile money services and internet
services to the community. It’s aimed at eradicating poverty through generation
of employment to the youth in Northern Uganda.
Job Summary: The Service Center Manager is responsible for
driving the highest level of operational excellence and effectively managing,
coaching and inspiring agents to meet individual and team Key Performance
Indicators by carrying out responsibilities in the areas of Performance
Management, Quality Assurance, optimum use of resources and profitability at
the allocated Center.
driving the highest level of operational excellence and effectively managing,
coaching and inspiring agents to meet individual and team Key Performance
Indicators by carrying out responsibilities in the areas of Performance
Management, Quality Assurance, optimum use of resources and profitability at
the allocated Center.
Key Duties and Responsibilities:
- Build, develop and motivate a
high-performing team of agents to deliver exceptional project performance - Ensure overall achievement of
performance objectives, micro work task goals per hour, operational
performance, schedule adherence, team quality management, relevant
productivity targets and employee satisfaction - Identify and develop measurement
standards for the improvement of performance and operational effectiveness - Drive adherence to project process
compliance - Identify areas for process improvement,
implement corrective actions with a focus to increase in microwork
conversion and improvement in quality standards - Effectively communicate performance
management and development processes and provide regular assessment and
review of performance to local and client stakeholders - Collaborate with the Team Leaders,
Quality Analyst and conduct weekly agent feedback and motivation sessions
on areas of improvement. Provide written reports to immediate supervisor. - Work with the Team Leader and Quality
Analyst to achieve consistency across teams, build awareness of team
strengths and developmental needs - Create team training plans and to
maximize potential through ongoing coaching, development and recognition. - Be accountable for all the Company’s
assets including cash, computers, furniture, solar panels, and batteries
at the assigned centre. - Manage the Super Center in profitable
manner - Ensure optimal deployment of FTEs
- Allocate targets to Micro workers
through Team leaders - Monitor performance and manage it
- Ensure all reports are generated and
sent to relevant authorities - Control center costs and expenses
- Monitor and manage quality of micro work
produced - Set revenue targets basing on
productivity for micro workers - Sets quality targets for micro workers
through Team leaders - Conduct project trainings/ coaching
sessions to achieve productivity. - Identify, train and recommend staff for
promotion. - Analyses all reports and make informed
decisions pertaining achieving targets - Supervise mobile money
transactions as per procedure - Ensure that Company cash is properly
kept in lockable drawers/ safes and no loss is incurred - Monitor and supervise SINFA Uganda
Projects and other services that will be enrolled from time to time. - Maintain an up-to-date record of
all center files and records - Perform other duties as may be assigned
from time to time.
- Collaborate with Team Leaders to conduct
regular individual and group coaching sessions with agents every week - Lead weekly performance review meetings
(30 mins per week) with all Team Leaders - Working with the Team Leaders, conduct a
30-minute pre-shift meeting everyday prior to starting shift - Maintain agent performance files
including: signed weekly coaching form; signed weekly Quality Assurance
summaries; signed weekly performance review report;
Qualifications, Skills and Experience:
- The candidate should possess
a Bachelor’s degree in Business Administration, Statistics, Quantitative
Economics, Computer science, or a related field from the recognized
institution. - Five years’ experience in Business management
and team leadership in a supervisory position - A BPO experience
- Proficiency in
numerics, planning, monitoring and forecasting - Proficient in MS
Office suite and Internet tools - Excellent coaching
skills - Extremely detailed and
results-oriented - Excellent written and
oral communication skills - Plans and carries out
responsibilities with minimal direction - Strong people
management skills - Has an open minded and
flexible approach
How to Apply:
All suitably qualified candidates should visit the web link below and
create a profile on the NFT Consult website by entering their e-mail addresses
create a profile on the NFT Consult website by entering their e-mail addresses
Please visit web link below and click Apply now if convinced you have
the job requirements
the job requirements
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