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Amentum , Fresh Life , SAFARICOM, Sun King, Uganda Electricity Distribution Company Limited (UEDCL)Profession (Mid-level)
Accounting, finance, banking, insurance,Administrative, clerical,Agriculture, fishing, forestry, wildlife,Business, strategic management,Construction,Customer support, client care,Design, arts,Electrical engineering,Energy, power,Engineering, architecture,Food, nutrition,General management, leadership,Government, community development, public services,Human resources,Information technology, software development, data,Installation, maintenance, repair,Manufacturing, operations, quality,Mechanical engineering,Medical, health,Project, program management,Research, academy,Restaurant, hospitality, travel,Sales, marketing, promotion,Skilled, manual labor,Teaching, training,Telecommunications,Transportation, logistics, driving,
Industry (Manufacturing, operations, quality, Mid-level)
Seniority (Manufacturing, operations, quality)
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Uganda Electricity Distribution Company Limited (UEDCL)
Energy + 2 more
Description
To oversee real-time Contact Centre operations at shift level, ensuring agent productivity, quality customer engagement, accurate complaint logging, and effective escalation and resolution—while maintaining operational efficiency and seamless shift coordination.
Requirements
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Bachelor’s degree in a business-related field
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Minimum of 3 years’ experience in a contact centre environment, with exposure to real-time operations and team supervision
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Strong understanding of call handling, complaint management, and escalation processes
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Proven ability to monitor performance and drive agent productivity in a live environment
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Excellent communication and interpersonal skills, with the ability to influence and guide teams
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High attention to detail, particularly in maintaining accurate customer records
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Ability to multitask and perform effectively in a fast-paced, shift-based environment
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Customer-focused, with strong problem-solving skills and ability to manage escalations
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Proactive, results-driven, and highly accountable, with strong coordination skills across teamsResponsibilities
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Supervise real-time Contact Centre operations to ensure agents are active, productive, and delivering quality customer interactions
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Monitor and coach agents to improve performance, adherence, and service standards
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Ensure accurate logging and tracking of customer complaints in all systems
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Escalate customer issues to relevant teams (e.g., Work Management Centre) and follow through to timely resolution
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Coordinate smooth shift handovers to maintain service continuity
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Monitor queues and workloads to ensure efficient call handling and minimal wait times
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Provide shift updates and highlight operational issues for action
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Ensure compliance with company policies, procedures, and safety standardsStart hiring with Fuzu
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