About US:

Nile Breweries Limited is a leading beverage company in Uganda and a subsidiary of SABMiller, the second largest brewing group in the world. We aim to provide for a variety of career paths and patterns of working, a good work-life balance and comprehensive employee benefits.

Job Summary: The CIC Supervisor will manage efficiently the CIC agent team assigned, executing the strategies that will allow the team to meet the commercial objectives, assuring that the team meet their KPI’s and generate an effective alignment between the team in the ground and the CIC Team.

Key Duties and Responsibilities:

• Supervise his/her team to assure the correct management, aligning and coaching the team identifying the market’s opportunities with the goal to guarantee the commercial objectives of the area.
• Develop the team members through coaching related activities, listening to their calls and identifying improvement areas in order to maximize productivity, digital adoption and sales effectiveness.
• To assure that the team assigned is complying with the productivity indicators such as (Contactibility rate, Retention, Strike Rate, Quality of the Call) as well as the KPIs such as volume target, coverage and high profit volume target.
• Control the technological tools given to the team, ensuring the well-functioning of the tools to perform the required job.
• To control and administer his HR allocated, such as annual leave, permits, or any issue related to their safety and well-being in collaboration with HR and CIC Manager.
• Channel identified issues to the CIC Team leader with the cross-functional areas to have the respective solution for these specific issues.
• Provide feedback to the RTM & CIC Manager in writing about the performance of the team and any issue related to that performance.
• Ensure that each routine is complied to by the team members.
• Will be required to draw and complete routine performance reports.
• Any other duties as assigned by the RTM & CIC Manager

Qualifications, Skills and Experience:

• B.Sc./HND in Administrative or another related course.
• Five years of experience in Customer experience, Call handling, Sales or similar role.
• Proficiency in the use of Microsoft office applications i.e. (Microsoft Excel, Word and PowerPoint).
• Proficiency in the use of Salesforce.
• Proficiency in the use of SAP S4Hana.
• Related Certification is an added advantage.

Key attributes and competencies:

• Leadership Skills.
• High Energy Levels.
• Good interpersonal skills.
• Positive Attitude.
• Creativity and Innovation.
• Fluency in English and/or other local dialect.
• Clear Communication Skills.
• Analytical Skill/ Problem solving skills.
• High Level of adaptation.