Team Leader – Call Centre (3 Openings)

Job Description

About MTN

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!

Key Duties & Responsibilities

Manage and report on advisor performance 

• Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
• Perform Quality checks and implement measures to improve performance levels and meet objectives
• Submit reports on performance of  the assigned advisors 
• Conduct daily huddles before start of the designated shift 

Implement   Contact Centre  critical business processes and suggest improvements 

• Participate in identification of critical processes, policies and procedures   
• Communicate and support adherence to the processes, policies and procedures   

To implement  motivational programs to keep morale and retention high

• Recognize the best performing agents in the teams.
• Provide feedback on best performers within the team

Implementation of the   Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.

• Participate in the induction of new advisors 
• Carry out agent training 
• Participate in the advisor interview process
• Hold agents accountable for non-adherence to polices, processes and procedures

Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms

• Collate feedback from agents on welfare and services provided by relevant stakeholders 
• Escalation of concerns with relevant stakeholders
• Participate in Contact Centre special projects as required

Educational Qualifications, Skills, & Experience Required

• Bachelor’s degree in business administration, Social Sciences or any other relevant field.
• Experience in a service driven organization 
• Customer interface, in person and or via the phone
• 2-3  years experience in a call centre environment
• Telecommunication Industry trends 
• 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. 
• 24/7 Contact Centre Operation
• Will be required to conform to schedule adjustments based on business needs. (The job involves shift work where all Team Leaders may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled).
• Expected time of arrival at work; 15 minutes or earlier before the scheduled start time of any given shift. 
• Observe requirements and obligations under the workplace health and safety practice