Supervisor Call Centre (Customer Service Jobs) – Civil Aviation Authority (CAA)

Organisation: Civil Aviation Authority (CAA)
Duty Station: 
Kampala, Uganda
Reports to: Airport Operations Officer – Terminal
Job Ref: CAA/ADV/EXT/05/2015
About US:
Civil Aviation Authority
(CAA) is a corporate body responsible for the regulation of civil aviation in
Uganda. It manages Entebbe International Airport and 13 other aerodromes
upcountry. CAA carries out its work in conformity with International Civil
Aviation Organization (ICAO) Standards and Recommended Practices (SARPS).
Job Summary:  The Supervisor
Call Centre will support the Airport Operations Officer – Terminal through the
management and direction of the operations of the airport Call centre to ensure
smooth running and high quality of service to the public, in line with CAA
mission statement.
Key Duties and
1. Business Planning and budgeting Process: The incumbent will take part in preparing
inputs and making contributions to departmental business plans, budgets and
2. Provision of Telephone Communication Service:
  • Cordially
    attends to inquiry promptly and accurately
  • Ensures
    that all numbers recorded on the dockets by operators have been
    successfully connected.
  • Ensures
    that all staff in the section understand the general operations of CAA and
    be able to accurately route all calls timeously
  • Makes
    sure that telephones are not abused and manages the costs within approved
  • Ensures
    that delayed and suspended calls are retrieved regularly and that the
    client is kept updated on the state of the calls.
  • Compiles
    telephone bills for each month.
  • Provides
    practical training and mentoring to new operators on the equipment and on best
  • In
    charge of preparing staff shifts for the subordinates
  • Actively
    monitors and identifies system malfunctions and promptly reports
    irregularities to the fault-reporting centre.
  • Monitors
    client fault reports and ensures they are attended to promptly.
3. Staff Supervision:
  • Mentors
    and supervises the section’s staff and ensures correct manning of all
    switchboards in accordance with operating standards.
  • Allocates
    duties and delegates to staff effectively.
  • Makes
    input in attraction, retention, motivation and development of staff.
  • Perform
    any other duties as assigned by the Airport Operations Officer – Terminal.
Qualifications, Skills and
  • The
    ideal candidate for the Civil Aviation Authority (CAA) Assistant
    Information Officer career opportunity should hold a Bachelor’s degree in
    Business Administration, Commerce, Accounting, Information Technology,
    Project Management, Human Resource or Relevant Diploma relating to the
    above fields.
  • At
    least three years’ experience for the degree holders and four (4) years
    for diploma holders in a call centre. Customer service team leadership
    role within a traditional inbound call centre environment providing voice
    and mail IVR self service solutions and other methods of providing
    customer service.
  • The
    CAA Supervisor Call Centre should possess advanced PBX Administration;
  • Past
    supervisory and management skills;
  • Computer
    literacy skills
  • Applicants
    with relevant courses in switchboard management will have an added advantage
  • Age: Below 40 years
How to Apply: 
All suitably qualified and
interested candidates who wish to join the aviation industry are encouraged to
send their handwritten applications with
detailed CVs and copies of academic certificates plus transcripts with the Job
reference number (check beginning of this advert) clearly marked at the top
left hand corner of the envelope should be sent to the address below, before
close of business on. Please indicate your (day time) phone contact.
The Director Human Resource
and Administration,
Civil Aviation Authority
(Head Office),
P .O. Box 5536, Kampala.
Deadline: 6th July, 2015
NB: All applicants, who will not have heard
from us by 30th September, 2015 should regard their applications unsuccessful.
Late applications will not be entertained under any circumstances.

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