MTN – Job in Uganda – 5 Team Leader – Call Centre

by MTN UGANDA in

Call Centre

54 (views)

Kampala

Job role insights

Date posted

May 9, 2025

Closing date

June 8, 2025

Hiring location

Kampala

Qualification

Bachelors degree in Business Administration

Experience

2 Years

Quantity

5 person

Gender

Female Male

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Description

Team Leader – Call Centre Job at MTN Uganda[year]

Are you looking for a team leader job in Uganda's telecom sector? MTN Uganda is hiring a Team Leader – Call Centre (Growth & New Business) to oversee Wakanet customer support operations. This is an exciting opportunity for dynamic professionals passionate about customer experience, people management, and performance improvement in a high-paced telecom environment. As a leading mobile network operator in Uganda, MTN provides a supportive environment that empowers staff to grow and deliver impactful services. The successful candidate will be responsible for managing a team of call centre advisors, improving support processes, and ensuring customer satisfaction across Wakanet’s services.

Job Description

Main Purpose: The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers. MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position. Job Title: Team Leader- Call Centre _Broadband Reports to: Senior Manager - Customer Experience No. of Vacancies: 1 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.

ABOUT US We at MTN Uganda are a purpose and value-led organization! At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA. As an organization, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organizational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realize our shared goals. We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application! Female Applicants are strongly encouraged to Apply! 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.

Qualifications

Bachelors degree in Business Administration or any other relevant field

Key Responsibilities of the Team Leader – Call Centre at MTN Uganda - Job in Uganda

The role of Team Leader – Call Centre requires strong leadership, strategic oversight, and excellent communication skills. Below are the core functions and responsibilities:

1. Team Leadership, MTN - Job in Uganda

Provide direction, motivation, and mentorship to a team of customer service representatives. Foster a high-performance culture and maintain a positive and collaborative work environment.

2. Customer Support Oversight

Supervise the team in managing Wakanet-related inquiries, complaints, and requests. Ensure prompt, professional, and effective issue resolution to maintain high customer satisfaction levels.

3. Performance Management

Monitor team and individual performance using key performance indicators (KPIs). Conduct regular reviews, offer feedback, and implement improvement plans as needed.

4. Process Improvement

Analyze current support workflows to identify inefficiencies. Implement changes to streamline service delivery, improve first-contact resolution, and enhance customer retention.

5. Reporting & Analysis

Generate and interpret performance and customer feedback reports. Use insights to guide strategic decisions and ensure service excellence.

6. Escalation Management

Handle escalated or complex customer issues. Collaborate with other departments for seamless and timely resolution.

7. Cross-Functional Collaboration

Work closely with Sales, NOC, Technology, and Product teams. Ensure smooth information flow and unified service delivery across departments.

8. Compliance and Audits

Conduct regular audits of system access and team activities to minimize risks. Ensure compliance with company standards and data security policies.

9. Human Resource Operations

Participate in recruitment, onboarding, training, and disciplinary procedures for contact centre advisors. Support staff development through coaching and skill-building programs.

Required Qualifications and Skills

Minimum of 2 years’ experience in a customer service environment, with at least 1 year in a supervisory or team leader role.
Industry experience in telecommunications or technology-driven environments is an added advantage.
Proven leadership abilities with a strong focus on team motivation and accountability.
Excellent analytical and decision-making skills, with a keen eye for data and trends.
Effective conflict resolution and problem-solving abilities.
Able to manage multiple priorities under pressure while maintaining a calm and professional demeanor.
Strong emotional intelligence and empathy towards customers.
Competent in customer service technologies, CRM platforms, and reporting tools.

About MTN – Africa’s Largest Mobile Network Operator

MTN is the leading mobile telecommunications company in Africa, offering voice, data, fintech, enterprise, digital, and wholesale services. As of 2024, MTN serves over 290.9 million customers across 16 countries, including Uganda.

MTN’s Purpose and Commitment

MTN’s purpose is to enable the benefits of a modern, connected life for all. Rooted in Africa’s potential, MTN strives to:
Bridge the digital divide through accessible and innovative mobile and data services.
Promote financial inclusion via fintech solutions such as MoMo.
Support government and community initiatives aligned with the United Nations Sustainable Development Goals (UN SDGs).
Foster digital literacy and sustainability across the continent.
By embedding the UN SDGs into its core operations, MTN works to build a better and more inclusive future for everyone.

A Brief History of MTN Group

MTN was established in 1994 in South Africa, coinciding with the dawn of democracy. Since its inception, the company has led transformation in telecommunications across the continent. Through consistent investment in infrastructure, innovation, and human capital, MTN has expanded its footprint and continues to deliver reliable mobile and internet services to millions. Why Work for MTN Uganda?

Working at MTN Uganda gives you the opportunity to:
Be part of a forward-thinking company that values innovation, integrity, and inclusion.
Work in a dynamic and supportive environment with opportunities for career advancement.
Contribute to meaningful projects that positively impact communities and the future of digital Africa.

Apply Now: MTN Uganda Call Centre Team Leader Job If you’re passionate about customer service, team leadership, and telecommunications, apply now for the MTN Team Leader – Call Centre position in Uganda. Click here to view and apply for the position