• 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

• 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. • NB: Female applicants are strongly encouraged to apply. 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.