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Supervisor – Call Centre Inbound job 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 Supervisor – Call Centre Inbound job 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
Supervisor – Call Centre Inbound job at MTN Uganda
MTN Uganda
Job Description
Job Title: Supervisor – Call Centre Inbound
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Manager – Call Centre
Duties, Roles 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
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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:
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 APPLY Button below.
Deadline: 6th June 2025
