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.
Deadline: 17th October 2022
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