Supervisor – Call Centre Inbound Jobs in Uganda 2026 – MTN Uganda

Key Duties and Responsibilities

• Supervise daily inbound call centre operations.
• Coordinate activities of Team Leaders and customer service advisors.
• Ensure smooth running of online and back-office contact centre functions.
• Monitor operational performance and service delivery standards.
• Improve operational efficiency across contact centre processes.
• Ensure compliance with contact centre policies and procedures.
• Support implementation of contact centre strategies and business objectives.

• Monitor and evaluate employee performance management processes.
• Track team performance against agreed targets and KPIs.
• Identify performance gaps and recommend improvement actions.
• Support quality assurance initiatives.
• Ensure customer service standards are maintained.
• Drive continuous improvement in customer interactions.

• Create and maintain a motivated work environment.
• Promote teamwork, employee engagement, and professional development.
• Support recruitment, training, and discipline processes for advisors and Team Leaders.
• Coach and mentor team members.
• Recommend training and development programmes.
• Conduct staff coaching sessions and performance discussions.
• Develop initiatives to improve employee morale and retention.

• Develop and monitor implementation of Contact Centre policies.
• Maintain effective operational procedures and processes.
• Support quality management programmes.
• Ensure consistent customer service delivery.
• Review processes and recommend improvements.

• Participate in Contact Centre strategy development.
• Support annual budget planning activities.
• Participate in special contact centre projects.
• Prepare operational reports and performance updates.
• Support workplace health and safety practices.

Minimum Qualifications

• Bachelor’s Degree in:
  • Business Administration
  • Social Sciences
  • Customer Service Management
  • Any other relevant field

• 3–5 years’ experience working in a Call Centre environment.
• Experience in a supervisory or team leadership position.
• Experience in:
  • People management
  • Performance management
  • Customer service operations
  • Contact centre systems
  • HR practices
  • Team development

Required Skills and Competencies

• Strong understanding of customer service principles.
• Knowledge of contact centre best practices.
• Telephone etiquette.
• Customer complaint handling skills.
• Commitment to quality service delivery.

• Team supervision abilities.
• Coaching and mentoring skills.
• Employee motivation skills.
• Conflict management abilities.
• Decision-making skills.
• Ability to develop high-performing teams.

• High computer literacy.
• Understanding of telecommunications industry trends.
• Knowledge of call centre methodologies.
• Ability to work with contact centre systems.
• Basic numerical and analytical skills.
• Report writing skills.

• Strong communication skills.
• Interpersonal skills.
• Problem-solving ability.
• Negotiation skills.
• Attention to detail.
• Initiative and self-drive.
• Reliability and integrity.
• Flexibility.
• Positive attitude.
• Ability to work under pressure.
• Team player.
• Commitment to high performance.

General Working Conditions

• Frequent telephone communication.
• Computer usage and online systems.
• Extended periods of sitting and concentration.
• Flexible schedules based on business requirements.
• Compliance with workplace health and safety standards.

Why Join MTN Uganda?

• Large-scale customer service operations.
• Telecom industry innovation.
• Leadership development.
• Digital transformation initiatives.
• Professional growth opportunities.

Career Growth Opportunities

• Call Centre Manager
• Customer Experience Manager
• Contact Centre Operations Manager
• Customer Service Operations Lead
• Head of Customer Experience
• Customer Operations Director

Who Should Apply?

• Call centre supervision
• Customer service management
• Contact centre operations
• Team leadership
• Telecom customer support
• Customer experience management
• Service quality management
• Operations supervision

Interview Preparation Tips

• Managing inbound call centre teams.
• Improving customer satisfaction scores.
• Handling difficult customer situations.
• Coaching and motivating advisors.
• Measuring call centre performance.
• Managing KPIs and service levels.
• Implementing customer service improvements.
• Handling employee performance issues.
• Using contact centre technology.
• Improving operational efficiency.

CV Tips for Supervisor – Call Centre Jobs

• Call centre supervisory experience.
• Number of staff managed.
• Customer service achievements.
• Contact centre KPI management.
• Quality assurance experience.
• Staff coaching and training.
• Performance improvement initiatives.
• Telecom industry experience.
• Customer complaint resolution.
• Reporting and analytics skills.
• Leadership achievements.