Supervisor - Call Centre. Customer Operations
2025-06-01T20:01:08+00:00
MTN Uganda Limited
https://cdn.greatugandajobs.com/jsjobsdata/data/employer/comp_1220/logo/mtn.jpg
https://www.mtn.co.ug/
FULL_TIME
Kampala
Kampala
00256
Uganda
Telecommunications
Customer Service
2025-06-06T17:00:00+00:00
Uganda
8
Main Purpose:
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.
MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Supervisor - Call Centre Inbound
Reports to: Manager – Call Centre
No. of Vacancies: 1
Main Job Functions
- 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
Education
- 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.
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
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
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
JOB-683cb184a4b0c
Vacancy title:
Supervisor - Call Centre. Customer Operations
[Type: FULL_TIME, Industry: Telecommunications, Category: Customer Service]
Jobs at:
MTN Uganda Limited
Deadline of this Job:
Friday, June 6 2025
Duty Station:
Kampala | Kampala | Uganda
Summary
Date Posted: Sunday, June 1 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Main Purpose:
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.
MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Supervisor - Call Centre Inbound
Reports to: Manager – Call Centre
No. of Vacancies: 1
Main Job Functions
- 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
Education
- 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.
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
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