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Manager - Call Centre.Customer Operations job at MTN Uganda | Apply Now
Kampala, Uganda
Full-time
Are you looking for Administrative jobs in Uganda 2024? If yes, then you might be interested in Manager - Call Centre.Customer Operations job at MTN Uganda
MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion.
With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population.
MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.
Manager - Call Centre.Customer Operations job at MTN Uganda
MTN Uganda
To oversee Call Centre daily operations, ensuring efficient and effective customer service delivery by both online and back-office Contact Centre 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 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 (resource utilization & Technology utilization)
Monitor implementation of the workplace health and safety practices.
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
Experience:
3-5 years in Contact Centre environment, at least 2 of which in supervisory position.
Systems, Strategy, SLA Management, 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
Strategic cascading skills
Negotiation skills.
Problem solving skills.
Decision Making Ability
Business Writing
General working conditions/ Inherent requirements/ Tools of trade
Frequent visual, listening concentration, sitting, telephone & computer usage
24/7 Contact Centre Operation
Involvement in special projects as needed.
Observe requirements and obligations under the workplace health and safety practices.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
