Team Leader – Call Centre at MTN Uganda Limited

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individuals to fill the following Positions.

Job Title: Team Leader – Call Centre

Reporting to: Supervisor – Call Centre

Division – Customer Experience

No. of Vacancies: 1

Level of work: 2(13)

Main Job Functions:

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

Education:

• Bachelor’s Degree

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

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:

• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness

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