Airtel Uganda is a subsidiary of Bharti Airtel Limited, a leading global telecommunications company. Airtel Uganda provides mobile voice and data services to millions of customers across Uganda, offering a wide range of telecommunications solutions.

Job Summary: The role holder will effectively drive seamless customer experience at call centre by focusing on eliminating defects and meeting all service level agreements.

Key Duties and Responsibilities:

Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
Monitor quality of inbound and service recovery interactions.
Enforce adherence to quality-of-service guidelines and metrics.
Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
Act as an interface between the call centre and other departments on all customer facing related issues.
Conduct periodic surveys on inbound customers to assess levels of satisfaction.
Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
Ensure adherence to process compliance.
Partner management.
Reporting.

Qualifications, Skills and Experience:

Bachelor’s degree in business / commercial discipline. MBA added advantage.
A strong understanding of numbers/finance/accounts with excellent MS – Excel skills
2 to 4 years of customer experience partner management in a busy environment.
Telecom experience will be an added advantage.

Skills critical to the role:

Attention to detail
Speed of execution
Ability to work seamlessly unsupervised.
Great interpersonal skills
High levels of Integrity.
Analytical skills.
Problem solving skills.
Excellent communications skills.
Excellent presentation skills.
Excellent project management skills.

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

This vacancy has closed — applications are no longer acceptedApplications closedSee open jobs at Airtel Uganda →

Deadline: 27th May 2026

NB: Only shortlisted candidates will be contacted.

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Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 24