Inbound Call Centre Supervisor

About the role

The Inbound Call Centre Supervisor will coordinate and lead Team Leaders to ensure smooth operation of MTN Uganda's online and back‑office contact centre. The role focuses on maintaining high performance standards, staff morale, and operational efficiency.

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 keep staff morale high and attrition low.
• Oversee HR operations 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.
• Recommend and follow through on training and development interventions.
• Develop and maintain quality management policies and motivational programmes.
• Coach and train sub‑ordinates, encouraging teamwork and continuous improvement.

Required profile

• Bachelor's degree in Business Administration, Social Sciences or a related field.
• 3‑5 years of experience in a supervisory role within a call centre environment.
• Strong knowledge of supervisory fundamentals, HR practices, people and performance management.

Required skills

• High level computer literacy.
• Understanding of telecommunications industry trends.
• Knowledge of best‑practice customer service and contact‑centre principles.
• Familiarity with call‑centre methodology and related mathematics.