The Ugandan Jobline

• Oversee the evaluation of the competitive and customer environment to
  constantly refresh the MTN Contact Centre service proposition
• Actively
  engage key stakeholders and ensure that technology and applications
  planning for the Contact Centre is relevant, effective and supportive of
  the business growth and overall Customer Contact strategy.
• Execute
  the business planning and budgeting process to ensure organisational
  alignment of Contact Centre activities to overall business
  strategies.                   
• Actively
  deploy the MTN EVP in the Contact Centre environment to maximize employee
  productivity and retention      
• Develop
  and implement effective strategies for people management (performance
  management, coaching) etc.
• Proactively
  develop and implement change management taking cognisance of VOE (Voice of
  the Employee) and VOC (Voice of the Customer).
• Develop,
  deploy and maintain operational execution dash boards/timely reporting
  mechanisms and  controls to ensure
  lean and effective operations                
• The
  jobholder will also utilize project management principles to effectively
  manage initiatives and activities in the Contact Centre
  Environment.
• Formulate
  effective strategies for resource management (work force management) to
  support operational and service strategy.
• Implement
  appropriate strategies for customer acquisition, retention and
  loyalty in line with the MTN Customer Segmentation Strategy.
• Steer
  the MTN Uganda Customer Experience program in totality.
• Provide
  coaching and mentoring to direct reports.
• Manage
  the escalation management process.
• Implement
  appropriate strategies to manage risk within Company risk appetite
  parameters.
• Render
  support in the deployment of cross sell, upsell strategies and segment
  oriented campaigns.
• To
  set in place mechanisms for the Contact Centre to be responsive to each
  Regional Business Unit.
• Carry
  our impact analysis and report on delivered learning and development
  initiatives undertaken.
• Proactively
  develop and review the business processes and underlying policies and
  procedures to ensure effective operations and in line with the
  changing needs of the Contact Centre 
                   
• Build
  and manage relationships and nurture synergies with the supporting
  business units
• Develop,
  deploy and monitor workplace health and safety practices

• The applicant for the MTN Uganda Senior Manager
  – Contact Center must possess a 4-year tertiary qualification / Masters advantageous
• Training:
  HR practices, People
  management, Performance management, Contact Centre Management, Budgeting,
  Basic telecommunication courses, Emotional Intelligence
• At least five years of managerial
  experience; with three years in
  Contact Centre environment or relevant sector/ industry
• Experience
  in the Contact Centre within telecommunications industry is an
  advantage
• Exposure
  to managing medium to large Contact Centre is important
• Customer
  Care Principles & Techniques          
  
• Computer
  Skills                       
• Stress
  management skills
• Problem
  Solving
• High
  degree of flexibility                    
  
• Excellent
  communication skills              
• Coordinating
  Techniques                       
• Exceptional
  interpersonal skills    
• Possess
  technical Inclination persona
• High
  levels of Integrity                           
• Assertiveness                          
• Good
  Self-Management                         
  
• A
  good team player.
• Show
  commitment to quality, customer service and high performance
• Enthusiastic,
  upbeat personality; mature, professional demeanor

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