Job Title: Supervisor – Call Centre Inbound
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Manager – Call Centre
About Organisation:
MTN Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: To coordinate and supervise the activities of the Team Leaders to ensure a smooth running of the online and back office Contact Centre functions with high performance standards.
Key Duties and Responsibilities:
- Monitoring and evaluating the performance management process
- Develop and monitor the implementation of the Contact Centre operational policies, procedures, and processes
- Maintain a motivated environment to ensure high staff morale and low attrition levels
- Implementation of the Contact Centre HR operations for both advisors & Team Leaders which include recruitment, training & discipline
- To participate in the planning of the Contact Centre Strategies and Annual Budgets
- Improve Operational Efficiencies
- Develop and monitor implementation of the workplace health and safety practices
- Participate in Contact Centre special projects as required
Supervisory / Leadership / Managerial Tasks:
- Recommend training and development interventions and follow through to resolution
Quality Management
- Development and maintenance of policies and processes
- Develop motivational programs to keep morale and retention high
- Creating and maintaining an environment that encourages team development, embracing the principles of team work and self improvement
- Conduct coaching and subordinates training
Qualifications, Skills and Experience:
- Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.
Experience:
- 3- 5 yrs experience in a Call Centre environment in a supervisory position
- Systems, Supervisory Fundamentals, HR practices, People management, performance management
Knowledge, Skills and Attributes:
- High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
- Good Communication skills
- Interpersonal skills
- Problem solving skills
- Coordination Techniques
- Telephone etiquette.
- Negotiation skills.
- Decision Making Ability
- General Business Writing
- Technical Inclination
- Assertive.
- Initiative.
- Perseverance.
- Attention to detail.
- Team player.
- Can-do.
- Integrity.
- Reliability
- Flexibility
- Positive Attitude
- Commitment to quality, customer service and high performance
- General working conditions/ Inherent requirements/ Tools of trade
- Frequent visual, listening concentration, sitting, telephone & computer usage.
- Will be required to conform to schedule adjustments based on business needs.
- Observe requirements and obligations under the workplace health and safety practices.
NB: Female applicants are strongly encouraged to apply. In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 6th June 2025
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