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About the Organisation
Team Leader- Call Centre - Broadband job at MTN Uganda | Apply Now
Kampala, Uganda
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.
Are you looking for Customer Service jobs in Uganda 2025 today? then you might be interested in Team Leader- Call Centre - Broadband job at MTN Uganda
Full Time
Deadline:
16 May 2025
Job Title
Team Leader- Call Centre - Broadband job at MTN Uganda
MTN Uganda
Job Description
Job Title: Team Leader- Call Centre - Broadband (Customer Service Jobs)
Organisation: MTN Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Manager – Customer Experience
The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
All candidates who wish to join MTN Uganda in this capacity should apply online at the APPLY Button below.
Deadline: 16th May 2025
Find application details and links on the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
Important Note: Some employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.
How to Apply
Team Leadership: Lead, motivate, and develop a team of customer service representatives, ensuring high morale and a positive work environment.
Customer Support Oversight: Supervise the team in handling customer inquiries, complaints, and requests related to Wakanet services, ensuring that all issues are resolved promptly and to the satisfactorily.
Performance Management: Monitor individual and team performance, conduct regular performance reviews, and provide feedback and coaching to enhance team efficiency and customer satisfaction.
Process Improvement: Identify areas for process improvement and implement strategies to increase efficiency, customer satisfaction, and first-contact resolution rates infrastructure.
Reporting & Analysis: Prepare and analyze performance reports and customer feedback to track key performance indicators (KPIs) and ensure goals are met
Escalation Management: Act as the first point of escalation for complex or high-priority customer issues and take ownership of finding a resolution
Collaboration: Work cross-functionally with other departments such as Sales, NOC, Technology, and Product teams to ensure seamless communication and issue resolution for Wakanet customers
Audits: Audit advisor system access and activities that are risk prone.
Implement the Contact Centre HR operations in respect to advisor recruitment, training and discipline.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelors degree in Business Administration or any other relevant field
Work Experience
Minimum of 2 years of experience in customer service, with at least a year in a leadership or supervisory role, preferably in a telecommunications or tech-based company.
Skills / physical competencies:
Strong leadership skills with the ability to motivate and inspire a team.
Data-driven decision-making, with the ability to analyze customer service trends and KPIs.
Problem-solving and conflict resolution abilities
Ability to work under pressure and manage multiple priorities
High level of emotional intelligence and customer empathy
Data-driven decision-making, with the ability to analyze customer service trends and KPIs.
NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Female candidates are strongly encouraged to apply.
