Supervisor – Call Center Jobs – MTN Uganda Limited

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Job Title:  Supervisor – Call Center

Organisation: MTN Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Manager – Call Center

 

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

 

Job Summary:  The Supervisor – Call Center will coordinate and supervise the activities of the Team Leaders to ensure a smooth running of the online and back-office Contact Centre functions with high performance standards.

 

Key Duties and Responsibilities:

  • Monitoring and evaluating the performance management process
  • Develop and monitor implementation of the Contact Centre operational policies, procedures, and processes.
  • Maintain a motivated environment to ensure high staff morale and low attrition levels
  • Implementation of the Contact Centre HR operations for both advisors & Team Leaders which include recruitment, training & discipline
  • To participate in the planning of the Contact Centre Strategies and annual Budgets
  • Improve Operational Efficiencies
  • Develop and monitor implementation of the workplace health and safety practices
  • Stakeholder engagement for sections on which the contact centre has direct dependencies.
  • Development of direct reports to help them achieve their full potential through the PDP process





Qualifications, Skills and Experience:

  • The applicant for the MTN Uganda Supervisor – Call Center job must hold a Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
  • Three to five years of experience in a Call Centre environment in a supervisory position
  • Training in supervisory fundamentals, HR practices, people and performance management.
  • Good Communication skills
  • Interpersonal skills
  • Problem solving skills
  • Coordination Techniques
  • Negotiation skills.
  • Decision Making Ability
  • General Business Writing
  • Contingency planning

 

How to Apply:

All candidates who wish to join MTN Uganda Limited  in this capacity should apply online

 

Click Here

 

Deadline: 26th April 2022

 

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