Senior Manager – Contact Center Job Opportunity – MTN-Uganda

Job Title:         Senior Manager – Contact Center
Organization: MTN-Uganda
Duty Station: Kampala,
Reports to: General Manager
– Customer Experience 
About US:
MTN-Uganda is the leading telecommunications Company in Uganda,
providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: The Senior
Manager – Contact Center will manage the MTN Customer Contacts process to
ensure the highest achievable alignment with Customer expectations/needs in an
effective and sustainable manner.
Key Duties and
  • 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
  • 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
  • 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
  • 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
Qualifications, Skills and
  • 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
  • Exposure
    to managing medium to large Contact Centre is important
  • Customer
    Care Principles & Techniques          
  • Computer
  • Stress
    management skills
  • Problem
  • High
    degree of flexibility                    
  • Excellent
    communication skills              
  • Coordinating
  • Exceptional
    interpersonal skills    
  • Possess
    technical Inclination persona
  • High
    levels of Integrity                           
  • Assertiveness                          
  • Good
  • A
    good team player.
  • Show
    commitment to quality, customer service and high performance
  • Enthusiastic,
    upbeat personality; mature, professional demeanor
NB: Please note that
presentation of false academic documents and certification will lead to
criminal prosecution.
How to Apply:
All suitably qualified and interested candidates should send their
applications with detailed CVs, certified copies of certificates (originals are
to be presented at the interview) and names and addresses of three referees to
Recruitment Officer, MTN- Uganda, P.O. Box 24624, Kampala, (MTN Towers).
Deadline: 10th July 2017
by 5:00 pm
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