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Job Title:  Team Leader – Call Centre Inbound     

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Supervisor – Call Centre Inbound

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 Team Leader – Call Centre will coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s

Key Duties and Responsibilities:

• Manage and report on advisor performance
• 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
• Conduct daily huddles before start of the designated shift
• 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
• Hold agents accountable 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
• Participate in Contact Centre special projects as required

Qualifications, Skills and Experience:

Education

• Bachelor’s degree in business administration, Social Sciences or any other relevant field.

Experience:

• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 2-3  years experience in a call centre environment
• Telecommunication Industry trends

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
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• 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.
• 24/7 Contact Centre Operation
• Will be required to conform to schedule adjustments based on business needs. (The job involves shift work where all Team Leaders may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled).
• Expected time of arrival at work; 15 minutes or earlier before the scheduled start time of any given shift.
• 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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