Supervisor - Call Centre. Customer Operations

Main Purpose
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.
MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Supervisor - Call Centre Inbound
Reports to: Manager – Call Centre
No. of Vacancies: 1
Main Job Functions

• Monitoring and evaluating the performance management process
• Develop and monitor the 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
• Participate in Contact Centre special projects as required
  

Supervisory / Leadership / Managerial Tasks

• Recommend training and development interventions and follow through to resolution
• Quality Management
• Development and maintenance of policies and processes
• Develop motivational programs to keep morale and retention high
• Creating and maintaining an environment that encourages team development, embracing the principles of team work and self improvement
• Conduct coaching and subordinates training
  

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
• Systems, Supervisory Fundamentals, 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
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance
  

General Working Conditions/ Inherent Requirements/ Tools Of Trade

• Frequent visual, listening concentration, sitting, telephone & computer usage.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.
  

About Us
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. With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded.
Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then, join MTN Uganda which is the market leader in the Telecoms Industry!
Are you passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve? THIS is the place.
Our Y’ello family where people are the most critical assets has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.
We are dedicated to choosing the very best candidates and will work to develop your skill and talent to make sure we boost a second-to-none workforce.
It is a great place to work! Take that bold step and apply today!
Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
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