Job Title: Team Leader – Call Center
Organisation: MTN Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Supervisor – 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 Team Leader – Call Center will coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s.
Key Duties and Responsibilities:
- 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
- Submit reports on performance of the assigned advisors
- Audit advisor system access and activities that are risk prone.
- Monitor advisor activities and provide real time feedback.
- Implement Contact Centre critical business processes and suggest improvements
- To implement motivational programs to keep morale and retention high.
- Implement the Contact Centre HR operations in respect to advisor recruitment, training and discipline.
- Participate in Contact Centre special projects as required.
Qualifications, Skills and Experience:
- The ideal applicant for the MTN Uganda Team Leader – Call Center job must hold a Bachelor’s degree.
- Previous experience in a service driven organization
- Customer interface, in person and or via the phone
- Two to three years of experience in a Call Center environment
- Telecommunication Industry trends
- Good Communication skills
- Interpersonal skills
- Troubleshooting and problem-solving skills
- Telephone etiquette.
- Negotiation skills.
- Interpersonal skills.
- Problem solving skills.
- Decision Making Ability
- General Business Writing
- Commitment to quality, customer service and high performance
- Flexibility
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online
Deadline: 26th April 2022 at 5:00 pm
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