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Job Title:  Manager – Call Centre    

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Senior 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 Manager – Call Centre will oversee Call Centre daily operations, ensuring efficient and effective customer service delivery by both online and back-office Contact Centre functions.

Key Duties and Responsibilities:

• To manage the performance and development of staff in the Contact Centre.
• To develop a credible employee value proposition to maximize employee satisfaction and support retention.
• Implementation of the Contact Centre HR operations in respect to Contact Centre staff recruitment, training, and discipline.
• Perform periodic quality checks and implement strategies to ensure performance improvement and relevance to the ever-changing customer needs.
• To implement appropriate strategies for customer acquisition, retention, and loyalty
• To promote and enforce strategic change to realize both the Contact Centre and Business objectives.
• To investigate, research and maximize technology to give state of the art customer service.
• Streamlining of the functional structure, implementation of effective workload forecasting & shift scheduling for optimal utilization of available resources.
• To conduct impact analysis and report on delivered learning and development initiatives undertaken.
• To plan and monitor implementation of the Contact Centre operational activities and annual Budgets.
• To submit Management and Board reports as required
• To manage relationships and nurture synergies with the supporting business units
• To facilitate the planning of the Contact Centre Strategies and annual Budgets
• Improve Operational Efficiencies (resource utilization & Technology utilization)
• Monitor implementation of the workplace health and safety practices.

 




Key Areas of Performance Include:

• Prototype developments
• Testing and optimization of prototypes
• Graphic design for both digital and traditional advertising channels
• Independent thought and Judgement:
• Apply required competencies or skills to manage supervisor.
• Take corrective steps to address disciplinary issues.
• Contingency planning
• Decisions based on learned knowledge of procedures
• Apply required competence or skills to manage escalations.

Qualifications, Skills and Experience:

Education:

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

Experience:

• Three to five years in Contact Centre environment, at least 2 of which in supervisory position.
• Systems, Strategy, SLA Management, 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
• Strategic cascading skills
• Negotiation skills.
• Problem solving skills.
• Decision Making Ability
• Business Writing
• General working conditions/ Inherent requirements/ Tools of trade
• Frequent visual, listening concentration, sitting, telephone & computer usage.
• 24/7 Contact Centre Operation
• Involvement in special projects as needed.
• 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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