DEADLINE: 22/05/2025

Team Leader-Call Centre Growth & New Business

Full-time

MTN Uganda is hiring a Team Leader-Call Centre Growth & New Business responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.

Main Job Functions:

Team Leadership: Lead, motivate, and develop a team of customer service representatives, ensuring high morale and a positive work environment.
Customer Support Oversight: Supervise the team in handling customer inquiries, complaints, and requests related to Wakanet services, ensuring that all issues are resolved promptly and to the satisfactorily.
Performance Management: Monitor individual and team performance, conduct regular performance reviews, and provide feedback and coaching to enhance team efficiency and customer satisfaction.
Process Improvement: Identify areas for process improvement and implement strategies to increase efficiency, customer satisfaction, and first-contact resolution rates infrastructure.
Reporting & Analysis: Prepare and analyze performance reports and customer feedback to track key performance indicators (KPIs) and ensure goals are met
Escalation Management: Act as the first point of escalation for complex or high-priority customer issues and take ownership of finding a resolution
Collaboration: Work cross-functionally with other departments such as Sales, NOC, Technology, and Product teams to ensure seamless communication and issue resolution for Wakanet customers
Audits: Audit advisor system access and activities that are risk prone.
Implement the Contact Centre HR operations in respect to advisor recruitment, training and discipline.

Education

Bachelors degree in Business Administration or any other relevant field

Work Experience

Minimum of 2 years of experience in customer service, with at least a year in a leadership or supervisory role, preferably in a telecommunications or tech-based company.

Skills / physical competencies:

Strong leadership skills with the ability to motivate and inspire a team.
Data-driven decision-making, with the ability to analyze customer service trends and KPIs.
Problem-solving and conflict resolution abilities
Ability to work under pressure and manage multiple priorities
High level of emotional intelligence and customer empathy
Data-driven decision-making, with the ability to analyze customer service trends and KPIs.

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About MTN Uganda

Industry: Engineering

Location: Kampala, Uganda

MTN Uganda Limited is a Ugandan telecommunications operator with the strategic intent of providing telecommunications and digital solutions for Uganda’s progress. Inspired by the belief that everyone deserves the benefits of a modern connected life, MTN has grown to a subscriber base of approximately 19 million customers. MTN was incorporated on 21 October 1998, with the objective to operate as a second national operator of a telecommunications network at a time when mobile cellular service penetration in Uganda was at a low of 0.27%. The company has since contributed to the growth of the telecommunications sector in Uganda with current penetration being at 70% (seven lines for every ten individuals).