Main Purpose:

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

MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Workforce- Coordinator

Reports to: Senior Specialist – Workforce Management.

No. of Vacancies: 1

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 

• 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.                                                                                                                                                

 ABOUT US

We at MTN Uganda are a purpose and value-led organization!

At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Female Applicants are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for