MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following Position;

Main Job Functions:
• To manage the performance and development of staff in the Contact Centre.
• To develop a credible employee value proposition to maximize employee satisfaction and support retention
Implementation of the Contact Centre HR operations in respect to Contact Centre staff recruitment, training and discipline.
• Perform periodic quality checks and implement strategies to ensure performance improvement and relevance to the ever changing customer needs.
• To implement appropriate strategies for customer acquisition, retention and loyalty
• To promote and enforce strategic change in order to realize both the Contact Centre and Business objectives
• To investigate, research and maximize technology to give state of the art customer service.
Streamlining of the functional structure, implementation of effective workload forecasting & shift scheduling for optimal utilization of available resources.
• To conduct impact analysis and report on delivered learning and development initiatives undertaken
• To plan and monitor implementation of the Contact Centre operational activities and annual Budgets.
To submit Management and Board reports as required
• To manage relationships and nurture synergies with the supporting business units
• To facilitate the planning of the Contact Centre Strategies and annual Budgets
• Improve Operational Efficiencies
• Monitor implementation of the workplace health and safety practices.

Education:
• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
• Business management (financials) an advantage
Experience:
• At least 3-5 years in Contact Centre environment, at least 2 of which in management position.
Training:
• Systems, HR practices, People management, performance management, Contact Centre Management.

Competencies:
• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call Centre methodology and Maths, Business process optimisation.
Skills / physical competencies:
• Customer Care Principles & Techniques
• Computer Skills
• Stress Management
• Problem Solving, Flexibility
• Communication Skills
• Coordinating Techniques
• Interpersonal skills
• Technical Inclination
Behavioural qualities:
• Assertive.
• Integrity
• Assertiveness
• Self-Management
• Initiative.
• Team player