MTN Group

Supervisor - Call Centre. Customer Operations

Posted 8 Hours Ago

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Hiring Remotely in Uganda

Remote

Mid level

Big Data • Other • Financial Services

The Role

Supervise and coordinate team leaders to ensure smooth inbound contact centre operations. Monitor performance, implement policies and HR operations, drive operational efficiency, coach staff, manage quality, participate in strategy and budgeting, and ensure workplace health and safety.

Summary Generated by Built In

Main Purpose:

To coordinate and supervise the activities of the Team Leaders to ensure a smooth running of the online and back office Contact Centre functions with high performance standards.

MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Supervisor - Call Centre Inbound

Reports to: Manager – Call Centre

No. of Vacancies: 1

Main Job Functions

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

Education

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.

ABOUT US

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded.

Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then, join MTN Uganda which is the market leader in the Telecoms Industry!

Are you passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve? THIS is the place.

Our Y’ello family where people are the most critical assets has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.

We are dedicated to choosing the very best candidates and will work to develop your skill and talent to make sure we boost a second-to-none workforce.

It is a great place to work! Take that bold step and apply today!

Note: 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.

Skills Required

Bachelor's degree in Business Administration, Social Sciences, or relevant field
3-5 years' experience in a call centre environment in a supervisory position
Experience with performance management, people management, and supervisory fundamentals
Knowledge of call centre methodology, customer service best practices, and telecommunications industry trends
High level of computer literacy
Strong communication, interpersonal, coaching, and problem-solving skills
Experience implementing HR operations for contact centre staff (recruitment, training, discipline)

MTN Group Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MTN Group and has not been reviewed or approved by MTN Group.

Parental & Family Support — Parental leave is positioned as notably generous in some markets, including widely cited six-month paid maternity leave and short paternity leave. Family-friendly support is also described through options like workplace childcare, adoption/surrogacy support, and related leave provisions in certain operating companies.
Strong & Reliable Incentives — Variable pay elements are described as a meaningful part of the package, including annual performance bonuses, sales commissions, and structured short-term incentives tied to performance outcomes. Longer-term incentive participation is also described for eligible grades through share-based or share-linked plans.
Wellbeing & Lifestyle Benefits — Wellbeing support is presented as visible and multi-dimensional, including mental, physical, and financial wellness programs and access to emergency assistance services for medical, security, and travel events. Lifestyle and telecom-specific perks are also described, such as connectivity allowances and flexible lifestyle benefit funds used for items like gym, travel, or school-related expenses in some locations.