About the Organisation

MTN Uganda is a leading telecommunications company in Uganda, dedicated to delivering innovative communication solutions and exceptional customer service.

With a strong presence in the region, MTN fosters a dynamic and inclusive work environment, offering employees opportunities for growth, professional development, and meaningful contributions to the telecommunications industry.

Job Summary

The Team Leader – Call Centre Inbound at MTN Uganda will coordinate the delivery of excellent customer service by effectively leading and managing Call Centre Customer Service Advisors (CSAs).

The role involves coaching, performance monitoring, implementing critical business processes, and contributing to HR operations to ensure high morale, retention, and adherence to quality standards.

Main Job Functions

Manage and Report on Advisor Performance

Provide coaching and support to advisors, developing them to achieve their full potential
Perform quality checks and implement measures to improve performance levels and meet objectives
Submit reports on the performance of assigned advisors
Conduct daily huddles before the start of the designated shift

Implement Contact Centre Critical Business Processes

Participate in the identification of critical processes, policies, and procedures
Communicate and support adherence to processes, policies, and procedures
Suggest improvements to enhance Contact Centre operations

Motivational Programs

Implement motivational programs to maintain high morale and retention
Recognize the best-performing agents in the teams
Provide feedback on best performers within the team

Contact Centre HR Operations

Participate in the induction of new advisors
Carry out agent training
Participate in the advisor interview process
Hold agents accountable for non-adherence to policies, processes, and procedures

Collaboration with Supporting Business Units

Provide feedback on the activities of key supporting business units (e.g., 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
Escalate concerns with relevant stakeholders

Special Projects

Participate in Contact Centre special projects as required

Education, Experience, and Competencies

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 phone
2-3 years of experience in a call centre environment
Familiarity with telecommunication industry trends

Knowledge, Skills, and Attributes

High level of computer literacy
Knowledge of telecommunications industry trends and best practice customer service/contact centre principles
Understanding of call centre methodology and metrics
Good communication skills
Interpersonal skills
Problem-solving skills
Coordination techniques
Telephone etiquette
Negotiation skills
Decision-making ability
General business writing
Technical inclination
Assertiveness
Initiative
Perseverance
Attention to detail
Team player
Can-do attitude
Integrity
Reliability
Flexibility
Positive attitude
Commitment to quality, customer service, and high performance

General Working Conditions

Frequent visual, listening concentration, sitting, telephone, and computer usage
24/7 Contact Centre operation
Conform to schedule adjustments based on business needs (shift work with varying shifts on a rotational basis, maximum 48 hours per week)
Expected arrival 15 minutes or earlier before the scheduled start time of any given shift
Observe requirements and obligations under workplace health and safety practices