MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individuals to fill the following Position.
Job Title: Team Leader-Call Center
Reporting to: Supervisor-Call Center
Division – Customer Experience
No. of Vacancies: 1

Mission/ Core purpose of the Job
• To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s.
Main Job Functions:
• 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.

Job Requirements (Education, Experience and Competencies)
Education:
• Bachelor’s degree.

Experience:
• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 2-3 years’ experience in a Call Center environment
• Telecommunication Industry trends

Other Attributes:
• Good Communication skills
• Interpersonal skills
• Troubleshooting & 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
MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises.