Job Title:  Coordinator – Workforce. Customer Operations (Contract)

Organisation: MTN Uganda

Duty Station: Kampala, Uganda

Reports to: Senior Specialist – Workforce Management

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:   To schedule and track contact Centre staff and activities so as to achieve optimal utilization of resources.

Key Duties 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.

• 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.