Team Leader – Call Center Jobs – MTN Uganda Limited

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Job Title:  Team Leader – Call Center

Organisation: MTN Uganda Limited

Duty Station:  Kampala, Uganda

Reports to: Supervisor – Call Center

 

About US:

MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

 

Job Summary:  The Team Leader – Call Center will coordinate the delivery of excellent  service through effective leadership and management of Call Centre CSA’s.

 

Key Duties and Responsibilities:

  • 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
  • Audit advisor system access and activities that are risk prone.
  • Monitor advisor activities and provide real time feedback.
  • Implement Contact Centre critical business processes and suggest improvements
  • To implement motivational programs to keep morale and retention high.
  • Implement the Contact Centre HR operations in respect to advisor recruitment, training and discipline.
  • Participate in Contact Centre special projects as required.





Qualifications, Skills and Experience:

  • The ideal applicant for the MTN Uganda Team Leader – Call Center job must hold a Bachelor’s degree.
  • Previous experience in a service driven organization
  • Customer interface, in person and or via the phone
  • Two to three years of experience in a Call Center environment
  • Telecommunication Industry trends
  • Good Communication skills
  • Interpersonal skills
  • Troubleshooting and problem-solving skills
  • Telephone etiquette.
  • Negotiation skills.
  • Interpersonal skills.
  • Problem solving skills.
  • Decision Making Ability
  • General Business Writing
  • Commitment to quality, customer service and high performance
  • Flexibility

 

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online

 

Click Here

 

Deadline: 26th April 2022 at 5:00 pm

 

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

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