Team Leader - Call Centre.Customer Operations
2025-06-01T20:06:38+00:00
MTN Uganda Limited
https://cdn.ugashare.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 the delivery of excellent service through effective leadership and management of Call Centre CSA’s.
MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Team Leader - Call Centre Inbound
Reports to: Supervisor – Call Centre Inbound
No. of Vacancies: 3
Main Job Functions
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
Education
- 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.
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
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
JOB-683cb2ce2d1cd
Vacancy title:
Team Leader - Call Centre.Customer Operations
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
JOB DETAILS:
Main Purpose:
To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s.
MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.
Job Title: Team Leader - Call Centre Inbound
Reports to: Supervisor – Call Centre Inbound
No. of Vacancies: 3
Main Job Functions
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
Education
- 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.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
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