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Job Details

City:
Kampala
Job Location:
Uganda
Contract Type:
Full time, Contract
Job category:
Other

Company Details

Company industry:
Telecommunications Services
Company Type:
Employer (Private Sector)
No. of Employees:
1001-5000

Preferred Candidate

Career level:
Experienced (non-manager)
Degree:
Bachelor's degree
Minimum years of experience:
2-5 years

Professional Skills

Business Management

Language Skills

English

Job Description

The positions report to the Call Center Manager

Main Purpose of the Job
Oversee and supervise the Call Center outsourced Agency to deliver excellent service to customers. Oversee Call Center quality assurance programs, establish standards governing customer interactions and implement screening programs to monitor those interactions

Prime responsibilities of the positions:

1. Key contact person between the outsourced Call Center Vendor and MTN South Sudan.
2. Ensure Call Center Processes and Procedures are adhered to.
2. Reporting on performance of the Call Centre to Management. Ensure timely submission of daily, weekly, monthly and quarterly reports.
3. Knowledge Management – Ensure Agents have adequate products/services / promotions knowledge
4. Perform periodic quality checks and implement strategies to ensure performance improvement and relevance to the ever changing customer needs.
5. Escalations management – Ensure adherence to escalation matrix and timely resolutions.
6. Testing the quality and consistency of the control framework, ensuring that Contact Center representatives are performing within the prescribed limits (both risk- based and customer-service based)
7. Perform critical business analysis of issues identified by Quality Assessors , including identifying root cause(s) and identifying value-added opportunities for improvement in a timely manner
8. Develop and maintain effective working relationships with Call Center business units and across other functional groups
9. To implement appropriate strategies for customer acquisition, retention and loyalty
10. Ensure there is a functional structure, implementation of effective workload forecasting & shift scheduling for optimal utilization of available resources.
11. To conduct impact analysis and report on delivered learning and development initiatives undertaken
12. Improve Operational Efficiencies
13. Responsible for managing, understanding and integrating the data accumulated through transactional audits in order to identify critical trends and make relevant, timely recommendations to Contact Centre
14. Monitor implementation of the workplace health and safety practices
15. Key contact person between the outsourced Call Center Vendor and MTN South Sudan.

Position Requirements

Required Academic qualifications, Knowledge and Experience
• Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
• Business management (financials) an advantage
• At least 2-5 years in Contact Centre environment, at least 2 of which at Supervisory position
• At least 2 years’ experience in Quality Assurance role for Customer Care
• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles,
• Call Centre methodology and math’s, Business process optimization

Training:
• Systems, HR practices, People management, performance management, Contact Centre Management

Skills / physical competencies:
• Very good Arabic and English language skills; both in writing and speaking
• Customer Care Principles & Techniques
• Data Analytics skills
• Computer Skills (Good skills in basic applications such as Excel, Word, Power point)
• Reports writing skills
• Presentation skills
• Stress Management
• Problem Solving, Flexibility
• Communication Skills
• Coordinating Techniques
• Interpersonal skills
• Technical Inclination
Behavioural qualities:
• Assertive.
• Integrity
• Assertiveness
• Self-Management
• Initiative.
• Team player.
• Can-do.
• Integrity.
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance
• Enthusiastic, upbeat personality; mature, professional demeanor

Note:
1. Please note that presentation of false academic documents and certification will lead to criminal prosecution.
2. Only successful candidates will be contacted.
3. MTN Uganda is an equal opportunity Employer.

About the Company

On October 21 1998, MTN Uganda launched commercial services in Uganda, just six months after acquiring and signing of the license. MTN has since grown to be the leading Telecommunications Company in Uganda servicing in excess of 10 Million customers and growing.

The license required that MTN provide 89,000 lines in the first five years of operation. MTN adopted a wireless approach to providing telecommunications services to the Ugandan market which has proved to be convenient and fast in rolling out of services. Despite insufficient infrastructure (power, roads e.t.c.) MTN has covered in excess of 90% of the population, providing services in over 150 towns and villages and their immediate environments.

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