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.

• 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
• 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

• High Level of Computer literacy
• Telecommunications industry trends
• Best practice customer service/ contact centre principles
• Call centre methodology
• 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

• Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
• Systems, Supervisory Fundamentals, HR practices, People management, performance management