MTN Uganda Team Leader – Call Centre Jobs in Uganda

MTN Uganda Team Leader – Call Centre Jobs in Uganda

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

How to Apply

For more information and job application details, see; MTN Uganda Team Leader – Call Centre Jobs in Uganda


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