Service Centre Team leader - Uganda Telecom

Service Centre Team leader- Western and Northern Region

Duties and Responsibilities:

  • To build, manage, train and develop a team of field sales agents (BWs) who are responsible for increasing SIM activations and M-Sente registrations in the assigned territory
  • To meet assigned quotas and assign, manage and evaluate the work of direct reports.
  • To deploy and maintain effective programs for direct business capture that are cost justified
  • To use professional business judgment and be prepared to define plans, justify actions, and identify options as appropriate to the Regional Business Manager
  • To provide detail reporting to the Regional Business Manager on Daily, Weekly, Monthly, Quarterly, half yearly and yearly direct sim sales, activations, promo phone sales and M-Sente registrations
  • To forecast both personal targets and Sales team performance
  • To deliver a written territorial plan and budget as requested, including a request for any support/resources required to achieve quotas assigned, and following approvals, implement business plan
  • To work with the trade Development Manager (TDM) and Trade Development Executive (TDE) in a coordinated plan to improve results through bringing in new business
  • To develop and deploy plans to increase territorial direct sales group performance in coordination with the trade development manager
  • To monitor customer preferences to determine focus of sales efforts
  • To identify opportunities to generate increased sales and profitability within the territory using analysis and market data
  • To ensure that the direct sales team is well branded
  • To keep a breeze of marketing initiatives and ensure all territorial plans/activities are in line with the overall brand objectives
  • To ensure timely submission of direct sales teams monthly sales, follow up on payments and resolve any queries
  • To conduct Morning Briefs/Meetings so as to review the previous days’ operations and determine pending issues to be resolved
  • To ensure a good ambience and tidiness of the service centers to reflect the corporate image
  • To ensure all products have price tags and are properly displayed at the service center
  • To supervise the Front Office Advisors to ensure they are available at all times
  • To drive sales in order to ensure revenue/ collection targets are met
  • To ensure prompt resolution of all escalated cases in the Center and provide feedback to the customers
  • To provide information about customer complaints, needs, suggestions, inquiries to relevant departments to facilitate proper planning and action.

The successful candidates will demonstrate:

  • Excellent interpersonal, communication and presentation skills
  • Proven leadership and ability to drive sales teams
  • Strong analytical skills and the ability to recognize trends and opportunities and plan/execute action to exploit business opportunities
  • Ability to present compelling business cases for major investment
  • Experience working with and managing relationships with external agencies and 3rd party agencies
  • Personal commitment to meet or exceed set targets
  • Ability to understand the needs of employees and to apply best practice people management techniques to ensure a motivated and productive workforce.
  • Utmost professional integrity and impartiality

Applicants must have

  • A Bachelors degree in a relevant field
  • Previous experience in service environment is an added advantage
  • Must be computer literate with good knowledge of MS Word, Excel and Outlook, TABS, HEAT
  • Excellent customer service orientation with a proven record of meeting and exceeding set standards.
  • Knowledge of Basic book keeping
  • Knowledge of Basic Stock Inventory Management
  • Retail Chain Management

Applications from suitably qualified candidates should be submitted to:

The Chief Human Resources & Administration Officer
Uganda Telecom
Rwenzori Courts

P.O Box 7171
Kampala. or recruitment@utl.co.ug
Closing Date: 19th June 2012 at 17.00hrs. Only short listed candidates will be contacted.

Service Centre Team leader - Uganda Telecom Service Centre Team leader - Uganda Telecom Reviewed by Unknown on 8:31:00 AM Rating: 5

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