Team Leader – Call Centre at MTN Uganda Limited

Main Job Functions:
• Manage and report on advisor performance:
• Conduct daily huddles before start of the designated shift
• 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

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
• Discipline agents 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

Education:
• Bachelor’s Degree

Experience:
• 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

Training:
• Systems, Supervisory Fundamentals, HR practices, People management, performance management

Knowledge:
• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.

Skills / physical competencies:
• Good Communication skills
• Interpersonal skills
• Team player
• Troubleshooting & Problem solving skills
• Coordination Techniques
• Enthusiastic, upbeat personality; mature, professional demeanour
• Telephone etiquette.
• Negotiation skills.
• Interpersonal skills.
• Problem solving skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Commitment to quality, customer service and high performance
• Flexibility

Behavioural qualities:
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Friendly.
• Can-do.
• Integrity.
• Reliability
• Courteousness
• Helpfulness

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