Supervisor-Call Center at MTN Uganda Limited

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

Job Title: Supervisor-Call Center

Reporting to: Manager-Call Center

Division – Customer Experience

No. of Vacancies: 1

Mission/ Core purpose of the Job

• To coordinate and supervise the activities of the Team Leaders to ensure a smooth running of the online and back-office Contact Centre functions with high performance standards.

Main Job Functions:

• Monitoring and evaluating the performance management process
• Develop and monitor implementation of the Contact Centre operational policies, procedures, and processes.
• Maintain a motivated environment to ensure high staff morale and low attrition levels
• Implementation of the   Contact Centre HR operations for both advisors & Team Leaders which include recruitment, training & discipline
• To participate in the planning of the Contact Centre Strategies and annual Budgets
• Improve Operational Efficiencies
• Develop and monitor implementation of the workplace health and safety practices
• Stakeholder engagement for sections on which the contact centre has direct dependencies.
• Development of direct reports to help them achieve their full potential through the PDP process

Job Requirements (Education, Experience and Competencies)

Education:

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

Experience:

• 3- 5 yrs experience in a Call Centre environment in a supervisory position
• Training in supervisory fundamentals, HR practices, people and performance management.

Other Attributes:

• Good Communication skills
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Contingency planning

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.

How to apply

Apply online at Click Here to Apply