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
Deadline: 26th April 2022
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