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Manager - Call Centre.Customer Operations job at MTN Uganda

About the Organization

MTN Uganda is a subsidiary of MTN Group, a multinational telecommunications group connecting approximately 232 million people in 22 countries across Africa and the Middle East.

Job Description

To oversee Call Centre daily operations, ensuring efficient and effective customer service delivery by both online and back-office Contact Centre functions.

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Duties and Responsibilities

  • 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 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 (resource utilization & Technology utilization)

  • Monitor implementation of the workplace health and safety practices.

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Qualification, Experiences and Competencies

  • Bachelor's degree in Business Administration, Social Sciences or any other relevant field.


  • 3-5 years in Contact Centre environment, at least 2 of which in supervisory position.

  • Systems, Strategy, SLA Management, HR practices, People management, Performance management

Knowledge, Skills and Attributes:

  • High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.

  • Good Communication skills

  • Strategic cascading skills

  • Negotiation skills.

  • Problem solving skills.

  • Decision Making Ability

  • Business Writing

General working conditions/ Inherent requirements/ Tools of trade

  • Frequent visual, listening concentration, sitting, telephone & computer usage

  • 24/7 Contact Centre Operation

  • Involvement in special projects as needed.

  • Observe requirements and obligations under the workplace health and safety practices.

How to Apply

Are you interested? Click the "APPLY" button below to submit your application.

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