Manager – Call Centre Job at MTN Uganda Limited

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position;

Job Title: Manager – Call Centre

Reports to: Senior Manager – Call Centre

Division: Customer Experience

No. of Vacancies: 1

Main Job Functions:

• 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 in order 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
• Monitor implementation of the  workplace health and safety practices.

Education:

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
•  Business management (financials) an advantage

Experience:

• At least 3-5 years in Contact Centre environment, at least 2 of which  in management position.

Training:

• Systems, HR practices, People management, performance management, Contact Centre Management.

  Competencies:

• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call Centre methodology and Maths, Business process optimisation.

Skills / physical competencies:

• Customer Care Principles & Techniques
• Computer Skills
• Stress   Management
• Problem Solving, Flexibility
• Communication Skills
• Coordinating Techniques
• Interpersonal skills
• Technical Inclination

Behavioural qualities:

• Assertive.
• Integrity
• Assertiveness
• Self-Management
• Initiative.
• Team player

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.

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