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Job Title:  Supervisor – Call Centre Inbound   

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Manager – Call Centre

About Organisation:

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa

Job Summary: The Supervisor – Call Centre. Customer Operations 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 the 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
• Participate in Contact Centre special projects as required

Supervisory / Leadership / Managerial Tasks:

• Recommend training and development interventions and follow through to resolution

Quality Management

• Development and maintenance of policies and processes
• Develop motivational programs to keep morale and retention high
• Creating and maintaining an environment that encourages team development, embracing the principles of team work and self improvement
• Conduct coaching and subordinates training

Qualifications, Skills and Experience:

Education:

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.

Experience:

• Three to five years of experience in a Call Centre environment in a supervisory  position
• Systems, Supervisory Fundamentals, HR practices, People management, performance management

Knowledge, Skills and Attributes:

• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
• Good Communication skills
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Attention to detail.
• Team player.
• Can-do.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance
• General working conditions/ Inherent requirements/ Tools of trade
• Frequent visual, listening concentration, sitting, telephone & computer usage.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful. Female candidates are strongly encouraged to apply.

How to Apply:

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

Click Here

Deadline: 20th June 2024

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