Call Centre Supervisor (Inbound)

About the role

We are looking for a proactive Call Centre Supervisor to lead our inbound contact centre operations. Reporting to the Call Centre Manager, you will coordinate Team Leaders, ensure high performance standards and support a motivated workforce.

Key responsibilities

• Monitor and evaluate performance management processes across the contact centre.
• Develop, implement and maintain operational policies, procedures and processes.
• Foster a motivated environment to achieve high staff morale and low attrition.
• Oversee HR functions for advisors and Team Leaders, including recruitment, training and disciplinary actions.
• Participate in strategic planning, budgeting and special projects for the contact centre.
• Drive operational efficiencies and ensure workplace health and safety compliance.

Required profile

• Bachelor’s degree in Business Administration, Social Sciences or a related field.
• 3–5 years of supervisory experience in a call‑centre environment.
• Strong knowledge of telecommunications trends and contact‑centre best practices.
• Excellent communication, problem‑solving and decision‑making abilities.
• High level of computer literacy and proficiency with standard office tools.

Required skills

• Computer literacy

What we offer

• Opportunity to work with a leading telecom operator in Uganda.
• Supportive team environment with focus on professional development.