MTN Uganda Customer Service Jobs – Team Leader – Call Centre

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Job Title:   Team Leader – Call Centre

Organisation: MTN Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Supervisor – Call Centre

 

About US:

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

 

Key Duties and Responsibilities:

Manage and report on advisor performance:

  • Conduct daily huddles before start of the designated shift
  • 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

Implement   Contact Centre  critical business processes and suggest improvements:

  • Participate in identification of critical processes, policies and procedures
  • Communicate and support adherence to the processes, policies and procedures

To implement  motivational programs to keep morale and retention high:

  • Recognize the best performing agents in the teams.
  • Provide feedback on best performers within the team
  • Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.

Participate in the induction of new advisors

  • Carry out agent training
  • Participate in the advisor interview process
  • Discipline agents for non adherence to polices, processes and procedures
  • Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms
  • Collate feedback from agents on welfare and services provided by relevant stakeholders,
  • Escalation of concerns with relevant stakeholders


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Qualifications, Skills and Experience:

  • The applicant must hold a Bachelor’s Degree
  • Experience in a service driven organization
  • Customer interface, in person and or via the phone
  • Two to three years of experience in a call centre environment
  • Telecommunication Industry trends

Training: Systems, Supervisory Fundamentals, HR practices, People management, performance management

Knowledge:

  • High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.

Skills / physical competencies:

  • Good Communication skills
  • Interpersonal skills
  • Team player
  • Troubleshooting & Problem solving skills
  • Coordination Techniques
  • Enthusiastic, upbeat personality; mature, professional demeanour
  • Telephone etiquette.
  • Negotiation skills.
  • Interpersonal skills.
  • Problem solving skills.
  • Decision Making Ability
  • General Business Writing
  • Technical Inclination
  • Commitment to quality, customer service and high performance
  • Flexibility

Behavioural qualities:

  • Attention to detail.
  • Team player.
  • Can-do.
  • Reliability
  • Courteousness
  • Helpfulness

 

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.

 

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.

 

Click Here

 

Deadline: 17th October 2022

 

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

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