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Coordinator - Workforce, Customer Operations (Contract) job at MTN Uganda | Apply Now
Are you looking for IT jobs in Uganda 2025 today? then you might be interested in Coordinator - Workforce, Customer Operations (Contract) job at MTN Uganda
Kampala, Uganda
Full Time
About the Organisation
MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion.
With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population.
MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.
MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.
Job Title
Coordinator - Workforce, Customer Operations (Contract) job at MTN Uganda
MTN Uganda
Job Description
Job Title: Coordinator - Workforce, Customer Operations (Contract)
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Specialist – Workforce Management
Duties, Roles and Responsibilities
Monitoring real time activity of agents, agent occupancy, forecasting accuracy by interval, and maintaining service level
Assist in administration of Contact Centre scheduling and workforce management software (e.g. using Workforce Management’s tracking module and Real Time Adherence Software)
Monitor Real Time Adherence statistics, helping to ensure agents are on the phones during scheduled phone hours, includes monitoring breaks/lunches Monitor sick calls/tardiness.
Entering real-time exceptions into eWorkforce Management (Absence,Tardiness, Meetings,Overtime, Etc.)
Reports and identifies trends and works with Management to correct problems.
Maintain a direct partnership with call centre Managers, Supervisors, and Agents to promote an employee friendly environment.
Coordinates all operational needs that requires departmental decisions, plans and organizes workflow to ensure efficient department operations.
Monitor call centre system uptime and log tickets in remedy in case of any failure.
Support new agents onboarding, have them entered in the call centre monitoring system and carry out system changes in terms of routing and creation of additional team
Manage agent exits by updating the call centre systems so as to maintain accurate data base.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s degree in Statistics, Economics information technology or other business-related discipline
Work Experience
Experience in a service driven organization
Customer interface, in person and or via the phone
1 years’ experience in a Call Center environment
Telecommunication Industry trends
Experience of using a Workforce Planning tool.
Other Pertinent Information
Frequent visual, listening concentration, sitting, telephone and computer usage
The job involves shift work and any cycle of shifts scheduled.
Will be required to conform to schedule adjustments based on business needs.
Observe requirements and obligations under the workplace health and safety practices.
Physical presence at the different call centre sites.
Observe requirements and obligations under the workplace health and safety practices.
Fast paced environment with high daily pressure to meet deadlines.
How to Apply
All candidates who wish to join MTN Uganda in this capacity should apply online at the Apply Button below.
Deadline: 7th March 2025
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