Senior Manager - Contact Center Job Opportunity - MTN-Uganda

Job Title:         Senior Manager - Contact Center
Organization: MTN-Uganda
Duty Station: Kampala, Uganda
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 Responsibilities:  
  • 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

Qualifications, Skills and Experience: 
  • 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

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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