Employer: ITC Company
Location: Gulu University, Uganda
Description
ITC 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
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