Job Title: Service Center Manager
Organisation: ITC Company
Location: Gulu University, Uganda
Our Client provides Business Process Outsourcing (BPO), Commodity Resource Platform, a service to help farmers access Agricultural information, Mobile money services and internet services to the community. It’s aimed at eradicating poverty through generation of employment to the youth in Northern Uganda.
Job Summary:
The Service Center Manager is responsible for driving the highest level of operational excellence and effectively managing, coaching and inspiring agents to meet individual and team Key Performance Indicators by carrying out responsibilities in the areas of Performance Management, Quality Assurance, optimum use of resources and profitability at the allocated Center.
Key Duties and Responsibilities:
Build, develop and motivate a high-performing team of agents to deliver exceptional project performance
Ensure overall achievement of performance objectives, micro work task goals per hour, operational performance, schedule adherence, team quality management, relevant productivity targets and employee satisfaction
Identify and develop measurement standards for the improvement of performance and operational effectiveness
Drive adherence to project process compliance
Identify areas for process improvement, implement corrective actions with a focus to increase in microwork conversion and improvement in quality standards
Effectively communicate performance management and development processes and provide regular assessment and review of performance to local and client stakeholders
Collaborate with the Team Leaders, Quality Analyst and conduct weekly agent feedback and motivation sessions on areas of improvement. Provide written reports to immediate supervisor.
Work with the Team Leader and Quality Analyst to achieve consistency across teams, build awareness of team strengths and developmental needs
Create team training plans and to maximize potential through ongoing coaching, development and recognition.
Be accountable for all the Company’s assets including cash, computers, furniture, solar panels, and batteries at the assigned centre.
Manage the Super Center in profitable manner
Ensure optimal deployment of FTEs
Allocate targets to Micro workers through Team leaders
Monitor performance and manage it
Ensure all reports are generated and sent to relevant authorities
Control center costs and expenses
Monitor and manage quality of micro work produced
Set revenue targets basing on productivity for micro workers
Sets quality targets for micro workers through Team leaders
Conduct project trainings/ coaching sessions to achieve productivity.
Identify, train and recommend staff for promotion.
Analyses all reports and make informed decisions pertaining achieving targets
Supervise mobile money transactions as per procedure
Ensure that Company cash is properly kept in lockable drawers/ safes and no loss is incurred
Monitor and supervise SINFA Uganda Projects and other services that will be enrolled from time to time.
Maintain an up-to-date record of all center files and records
Perform other duties as may be assigned from time to time.
Collaborate with Team Leaders to conduct regular individual and group coaching sessions with agents every week
Lead weekly performance review meetings (30 mins per week) with all Team Leaders
Working with the Team Leaders, conduct a 30-minute pre-shift meeting everyday prior to starting shift
Maintain agent performance files including: signed weekly coaching form; signed weekly Quality Assurance summaries; signed weekly performance review report;
Qualifications, Skills and Experience:
The candidate should possess a Bachelor’s degree in Business Administration, Statistics, Quantitative Economics, Computer science, or a related field from the recognized institution.
Five years’ experience in Business management and team leadership in a supervisory position
A BPO experience
Proficiency in numerics, planning, monitoring and forecasting
Proficient in MS Office suite and Internet tools
Excellent coaching skills
Extremely detailed and results-oriented
Excellent written and oral communication skills
Plans and carries out responsibilities with minimal direction
Strong people management skills
Has an open minded and flexible approach
How to Apply:
All suitably qualified candidates should visit the web link below and create a profile on the NFT Consult website by entering their e-mail addresses
Please visit web link below and click Apply now if convinced you have the job requirements
http://recruitment.nftconsult.com/careers/index.php?m=careers&p=showJob&ID=373
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