Summary
Date Posted: Wednesday, April 20, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
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.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
Apply online at https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience//

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