Job Title:  Third Party Team Leader – Market Research.Business Intelligence (Contract)

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Team Leader – Market Research

About the Company:

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 Summary:   Coordinate the delivery of Market Research activities through effective leadership and supervision of Market Research Assistants Team.

Key Duties and Responsibilities:

• Participate in market research activities as required such as research questionnaire development, survey-agent preparations, data quality checks, data analysis and reporting.
• Prepare research reports as and when required
• Provide coaching and support to the research assistants; 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 market research assistants/agents.
• Audit research assistants’ system access and activities that are risk prone
• Monitor research assistants’ activities and provide real time feedback
• To implement motivational programs to keep morale and retention high.
• Participate in the Market Research & Insights special projects as required.

• Bachelor’s degree in marketing, Social Sciences, Statistics or any related course

Work Experience           

• 2 – 3 years’ experience in a call centre environment

Attributes and Skills Necessary Skills:

• High Level of Computer literacy, Telecommunications industry trends, best practice customer service/ principles.
• Proficient with MS Office application especially Excel and Power Point
• Proficient in Data Analysis
• Telecommunications industry trends.
• Risk Management
• General Technical knowledge of handsets and connectivity

Behavior Attributes

• Good Communication skills
• Interpersonal skills
• Team player
• Troubleshooting & Problem-solving skills
• Coordination Techniques
• Interpersonal skills.
• Telephone etiquette
• Enthusiastic, upbeat personality; mature, professional demeanor
• Negotiation skills
• Commitment to quality, customer service and high performance