Description:
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.
Our client is therefore seeking to hire a competent and experienced individual to fill the vacancy above. This position reports directly to the Chief Operations Officer/General Manager
PRINCIPAL ACCOUNTABILITIES (KEY RESULT AREAS)
Responsible for handling operations processes and functions across various centers.
Understand customer requirements. Develop solutions to address the business problem of the customer.
Handle large scale program management including transitioning projects.
Will be heading and providing functional leadership to the operations of the center.
Overall accountability for the entire BPO operations of multiple programs with multiple shift operations.
To manage the operational activities and challenges and ensure resources match workloads to provide cost effective, high quality service within agreed SLAs and timelines.
Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions.
Create, mentor and lead an effective team.
Build and maintain effective long-term relationships with key members of the client team.
Focus on areas of non-conventional growth and/ or revenue streams.
Manage the BPO process independently and ensure business profitability.
Drive business and interfaces with the clients.
Responsible for continuous business process improvements.
People Development
Product goals achievement
Provide customer service expertise and thought leadership across processes
Overall product positioning, Pricing and strategy
Determining product roadmap
Driving product improvements through Product benchmarking and analyzing market data and trends.
Develop resource plans commensurate with project deliverables and work with Human Resources and Staffing to define and hire right skills for the product.
Identify opportunity for growth of the product and participate in transitions.
Drive best practice sharing across all processes.
STANDARD FOR MEASURING SUCCESS
Center P & L
Client relations
Customer satisfaction survey
Process deliverables
People development initiatives
Center’s productivity
Other key management attributes & Key Performance Indicators (KPIs) as agreed.
TOOLS AND RESOURCES REQUIRED
Standard office and computer equipment.
ENVIRONMENTAL ATTRIBUTES
Busy
High Speed
Fast Growth
Highly charged
Dynamic – frequent changes
JOB SPECIFICATION
Attitude
Positive
Customer-centric
Fast paced and prompt
Achievement oriented
Energetic and Enthusiastic
Focused
Self motivated
Skills
Excellent Communication skills
Analytical skills
Interpersonal skills
Problem Solving skills
Mentoring skills
Decision making skills
Strong planning skills
Strong organizing skills
Skilled in strategy and business development
Strong leadership skills,
High on initiative and ability to manage ambiguity
Knowledge
Qualification: Graduate/ Engineer/ MBA/ Post graduate (Management)
Experience:
10-15 Years experience. The incumbent should have experience in the field of BPO/ Call Center with at least 3 years in the senior management capacity.
“Please be advised that NFT Consult LTD does not charge candidates for participation in interviews, nor does the company charge candidates in exchange for employment. All fees are directed to the client. Please be aware of con artists claiming to be working for NFT. In the event that you are asked for money, please notify the police and reach out to us at inquiries@nftconsult.com. Anyone who chooses to pay in return for promised employment does so at their own risk”