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3 Team Leader – Call Centre Inbound jobs at MTN Uganda | Apply Now
Kampala, Uganda
Full Time
Are you looking for administrative jobs in Uganda 2025 today? then you might be interested in 3 Team Leader – Call Centre Inbound jobs at MTN Uganda
About the Organisation
MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion.
With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population.
MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.
Job Title
3 Team Leader – Call Centre Inbound jobs at MTN Uganda
MTN Uganda
Job Description
Job Title: Team Leader – Call Centre Inbound (3 Jobs)
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Supervisor – Call Centre Inbound
Duties, Roles and Responsibilities
Manage and report on advisor performance
Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
Perform Quality checks and implement measures to improve performance levels and meet objectives
Submit reports on performance of the assigned advisors
Conduct daily huddles before start of the designated shift
Implement Contact Centre critical business processes and suggest improvements
Participate in identification of critical processes, policies and procedures
Communicate and support adherence to the processes, policies and procedures
To implement motivational programs to keep morale and retention high
Recognize the best performing agents in the teams.
Provide feedback on best performers within the team
Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.
Participate in the induction of new advisors
Carry out agent training
Participate in the advisor interview process
Hold agents accountable for non-adherence to polices, processes and procedures
Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms
Collate feedback from agents on welfare and services provided by relevant stakeholders
Escalation of concerns with relevant stakeholders
Participate in Contact Centre special projects as required
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Bachelor’s degree in business administration, Social Sciences or any other relevant field.
Experience:
Experience in a service driven organization
Customer interface, in person and or via the phone
2-3 years experience in a call centre environment
Telecommunication Industry trends
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.
24/7 Contact Centre Operation
Will be required to conform to schedule adjustments based on business needs. (The job involves shift work where all Team Leaders may be required to work varying shifts on rotational basis to a maximum of 48 hrs per week in any cycle of shifts scheduled).
Expected time of arrival at work; 15 minutes or earlier before the scheduled start time of any given shift.
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 APPLY Button below.
Deadline: 6th June 2025
