Supervisor Call Centre

Customer Experience

Reference number: 0009
Job type: Permanent
Juba
Central Equatoria

Organisation Name: MTN South Sudan
MTN Level: 2
Posted: 14 Mar 2025

Job requirements

Job Requirements (Education, Experience and Competencies)

QUALIFICATION

Bachelor’s degree in business administration or any related field

EXPERIENCE

Minimum 2-3 years of relevant working experience

COMPETENCIES

Skills/Physical Competencies:

Able to maintain confidentiality as related to subscribers’ data.
Time management skills
Report writing skills
Excellent communication skills
Organizational Skills
A fast thinker, flexible and willing to think/work outside the box; focus in on planning and problem prevention.
Mathematical skills.
Social Skills.
Leadership: expected to direct and control.
Motivation: devise effective motivational techniques to improve the performance of their teammates
Coaching and Mentoring: mentors to team members
Hardworking
Goal Setting and Achievement oversee setting goals for the team
Multitasking: able to handle multiple tasks at the same time

Knowledge:

Computer Literate (Excel and Access), Basic proficiency in work processing and spreadsheets, and knowledge of GSM technology and services.
Fluent in Arabic and good command of English. Other Languages a plus.

Training:

Customer Relation Management.
Information Financial System
TABS
Time Management.

Job description

RESPONSIBILITIES (Not limited to:)

Oversee running and managing the Contact Center daily
Set targets for all Contact Center Team leads to meet up with customer contact interactions and KYC compliance and validations.
Monitor the work force management for the team and organize shift patterns for other team members to ensure that customers are never left unattended to
Understand all organization’s products, services, procedures, and guidelines and communicate same to all team members
Prepare forecasts and budgets for the Contact Center
Facilitate and organize training session for all agents and participate in recruitment of new Contact Center agents
Monitor and coordinate reporting daily, weekly, and monthly on team performance of the Sim registration and contact center team performance
Recommend and purchase gadgets to enhance job performance at the Contact centre
Monitor regular review of all Contact Center Team lead performance and organize training sessions for under performers
Submit regular reports to management and seek new ideas and strategies to improve performance at the Center
Keep up with trends and happenings in industry and ensuring adherence to industry standards
Ensure that clients are kept happy and always satisfied by always providing prompt response and solutions to their challenges
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

IT Security Responsibilities/ Tasks:

Comply with all Information Security Policies and related documents.
Report security weakness/incidents to either the respective head of department or the Enterprise Information Security Manager
Must not exploit known security weaknesses.
Participate in all forms of Information Security Awareness

Please note:

This position is open exclusively to South Sudanese nationals.

• We strongly encourage qualified ladies to apply.

• Only shortlisted candidates will be contacted. If you do not hear from us within 14 days after the closing date, please consider your application unsuccessful

• By applying for this vacancy, you are consenting for MTN South Sudan to process your personal data for purposes of this application and further undertake verification of your personal credentials and related information including, but not limited to, qualifications, criminal record, credit record, current and historic disciplinary proceedings, as part of the selection process.

• MTN South Sudan reserves the right to not fill the advertised position

Application Deadline: 01/04/2025