Job Title: Centre Manager/BPO Expert
Organisation: Sinfa
Uganda Limited
Duty Station: Gulu,
Uganda
Sinfa Uganda Limited 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.
Key Duties and Responsibilities:
- Responsible
for handling operations processes and functions across various centers. - Understand
customer requirements. Develop solutions to address the business problem
of the customer. - Manage
large scale program management including transitioning projects. - Will
be heading and providing functional leadership to the operations of the
center. - The
incumbent will have overall accountability for the entire BPO operations
of multiple programs with multiple shift operations. - Oversee
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. - Oversee
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.
Key Performance Indicators:
- 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.
Qualifications, Skills and Experience:
- The
ideal candidate should have graduate qualifications in Engineering or an
MBA Post graduate (Management) - At
least ten to fifteen years’ experience. The incumbent should have
experience in the field of BPO/ Call Center with a minimum of three years
in the senior management capacity. - Excellent
Communication skills - Excellent
analytical skills - Good
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
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. The
applications/CVs should be prepared in English and submitted in either MS Word
or PDF format will be considered.
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