Job Title: Coordinator – Workforce. Customer Operations (Contract)
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Specialist – Workforce Management
About the Company:
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: To schedule and track contact Centre staff and activities so as to achieve optimal utilization of resources.
Key Duties and Responsibilities:
- Monitoring real time activity of agents, agent occupancy, forecasting accuracy by interval, and maintaining service level
- Assist in administration of Contact Centre scheduling and workforce management software (e.g. using Workforce Management’s tracking module and Real Time Adherence Software)
- Monitor Real Time Adherence statistics, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness.
- Entering real-time exceptions into eWorkforce Management (Absence,Tardiness, Meetings,Overtime, Etc.)
- Reports and identifies trends and works with Management to correct problems.
- Maintain a direct partnership with call centre Managers, Supervisors, and Agents to promote an employee friendly environment.
- Coordinates all operational needs that requires departmental decisions, plans and organizes workflow to ensure efficient department operations.
- Monitor call centre system uptime and log tickets in remedy in case of any failure.
- Support new agents onboarding, have them entered in the call centre monitoring system and carry out system changes in terms of routing and creation of additional team
- Manage agent exits by updating the call centre systems so as to maintain accurate data base.
Qualifications, Skills and Experience:
- Bachelor’s degree in Statistics, Economics information technology or other business-related discipline
Work Experience
- Experience in a service driven organization
- Customer interface, in person and or via the phone
- 1 years’ experience in a Call Center environment
- Telecommunication Industry trends
- Experience of using a Workforce Planning tool.
Other Pertinent Information
- Frequent visual, listening concentration, sitting, telephone and computer usage
- The job involves shift work and any cycle of shifts scheduled.
- Will be required to conform to schedule adjustments based on business needs.
- Observe requirements and obligations under the workplace health and safety practices.
- Physical presence at the different call centre sites.
- Observe requirements and obligations under the workplace health and safety practices.
- Fast paced environment with high daily pressure to meet deadlines.
How to Apply:
All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.
Deadline: 7th March 2025
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