Centre Manager/BPO Expert – SINFA

Job Title:   Centre Manager/BPO Expert

Organisation: Sinfa
Uganda Limited
Duty Station: Gulu,
Uganda
About US:
Sinfa Uganda Limited 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.
Key Duties and Responsibilities: 
  • Responsible
    for handling operations processes and functions across various centers.
  • Understand
    customer requirements. Develop solutions to address the business problem
    of the customer.
  • Manage
    large scale program management including transitioning projects.
  • Will
    be heading and providing functional leadership to the operations of the
    center.
  • The
    incumbent will have overall accountability for the entire BPO operations
    of multiple programs with multiple shift operations.
  • Oversee
    the operational activities and challenges and ensure resources match
    workloads to provide cost effective, high quality service within agreed
    SLAs and timelines.
  • Establish
    mechanisms to ensure enhancement in the overall productivity, volume and
    competence levels of the BPO division through strategic interventions.
  • Create,
    mentor and lead an effective team.
  • Build
    and maintain effective long-term relationships with key members of the
    client team.
  • Focus
    on areas of non-conventional growth and/ or revenue streams.
  • Oversee
    the BPO process independently and ensure business profitability.
  • Drive
    business and interfaces with the clients.
  • Responsible
    for continuous business process improvements.
  • People
    Development
  • Product
    goals achievement
  • Provide
    customer service expertise and thought leadership across processes
  • Overall
    product positioning, Pricing and strategy
  • Determining
    product roadmap
  • Driving
    product improvements through Product benchmarking and analyzing market
    data and trends.
  • Develop
    resource plans commensurate with project deliverables and work with Human
    Resources and Staffing to define and hire right skills for the product.
  • Identify
    opportunity for growth of the product and participate in transitions.
  • Drive
    best practice sharing across all processes.
Key Performance Indicators:
  • Center
    P & L
  • Client
    relations
  • Customer
    satisfaction survey
  • Process
    deliverables
  • People
    development initiatives
  • Center’s
    productivity
  • Other
    key management attributes & Key Performance Indicators (KPIs) as
    agreed.
Qualifications, Skills and Experience: 
  • The
    ideal candidate should have graduate qualifications in Engineering or an
    MBA Post graduate (Management)
  • At
    least ten to fifteen years’ experience. The incumbent should have
    experience in the field of BPO/ Call Center with a minimum of three years
    in the senior management capacity.
  • Excellent
    Communication skills
  • Excellent
    analytical skills
  • Good
    interpersonal skills
  • Problem
    Solving skills
  • Mentoring
    skills
  • Decision
    making skills
  • Strong
    planning skills
  • Strong
    organizing skills
  • Skilled
    in strategy and business development
  • Strong
    leadership skills,
  • High
    on initiative and ability to manage ambiguity
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. Please visit web link below
and click Apply now if convinced you have the job requirements. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.

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