Coordinator - Workforce. Customer Operations (Contract) job at MTN Uganda Limited
Posted by: ugashare-Volunteer
Posted date: 2025-Mar-01
Location: Kampala
Vacancy title: Coordinator - Workforce. Customer Operations (Contract) [ Type: FULL TIME , Industry: Telecommunications , Category: Management ] Jobs at: MTN Uganda Limited Deadline of this Job: Friday, March 07 2025 Duty Station: Within Uganda , Kampala, East Africa
Summary Date Posted: Friday, February 28 2025, Base Salary: Not Disclosed Similar Jobs in UgandaLearn more about MTN Uganda LimitedMTN Uganda Limited jobs in Uganda JOB DETAILS: Main Purpose: To schedule and track contact Centre staff and activities so as to achieve optimal utilization of resources. Main Job Functions: ⢠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. Education ⢠Bachelorâs 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 yearsâ 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.
Job Experience: No Requirements Work Hours: 8
Experience in Months:
Level of Education: Bachelor Degree Job application procedure
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