HEAD OF CALL CENTER/HEAD OF OPERATION

About

The Head of Call Centre is responsible for the overall leadership, performance, growth and day-to-day management of the Call Centre. The role is accountable for ensuring that the Call Centre consistently achieves agreed client service levels, productivity, quality, customer experience, workforce and financial targets, while maintaining a motivated, accountable and high-performing team. The Head of Call Centre will provide strategic and operational leadership to Call Centre Supervisors and frontline teams, manage key client relationships, drive operational efficiency and continuous improvement, identify opportunities for business growth, and ensure that the Call Centre has the people, processes, systems and capabilities required to deliver high-quality and commercially sustainable services. The role holder will work closely with the General Manager and other functions to translate organisational and client objectives into clear Call Centre plans, performance targets and actions, while ensuring accountability at supervisory and team level.

Responsibilities

• A. Call Centre Leadership & Operations
• Provide overall leadership and management of the Call Centre and ensure effective day-to-day operations.
• Develop and implement operational plans aligned with the organisation's strategic objectives and client requirements.
• Establish clear Call Centre objectives, targets and performance expectations.
• Develop and maintain operational policies, procedures, workflows and service standards.
• Ensure that operational practices comply with applicable laws, regulations, contractual obligations and company policies.
• Establish appropriate performance metrics and reporting systems covering productivity, service levels, quality, customer experience, attendance, staffing and turnaround times.
• Monitor Call Centre performance against agreed targets and take timely corrective action where performance falls below expectations.
• Analyse operational reports and trends to identify performance gaps, root causes and opportunities for improvement.
• Ensure efficient utilisation of people, technology and other operational resources.
• Ensure operational risks, incidents, service failures and compliance concerns are identified, escalated and resolved promptly.
• Provide regular operational performance reports to the General Manager.
• B. Client Relationship Management
• Build and maintain strong, professional and long-term relationships with Call Centre clients.
• Serve as the primary operational point of contact between the company and assigned clients.
• Develop a clear understanding of each client's business, operational requirements, service expectations and contractual obligations.
• Translate client requirements into clear internal operational plans and actions.
• Monitor delivery against agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and contractual obligations.
• Address client concerns, complaints and service issues promptly and ensure appropriate corrective action.
• Conduct regular client performance reviews and provide relevant operational reports and insights.
• Monitor client satisfaction and proactively identify risks to client retention.
• Ensure both the company and clients adhere to agreed contractual terms and service requirements.
• Escalate significant client, contractual or operational matters to the General Manager in a timely manner.
• Identify opportunities to strengthen client relationships through improved service delivery and additional solutions.
• C. Team & Supervisor Management
• Provide leadership and direction to Call Centre Supervisors and ensure clear accountability for team performance.
• Establish performance expectations and targets for Supervisors and ensure these are cascaded appropriately to frontline teams.
• Monitor the performance of Supervisors and teams against agreed targets.
• Conduct regular performance reviews, coaching and feedback sessions with Supervisors.
• Address underperformance promptly through appropriate coaching, performance improvement and corrective action processes.
• Recognise and reinforce high performance and promote a culture of accountability and service excellence.
• Ensure Supervisors effectively manage attendance, discipline, productivity, quality and employee engagement within their teams.
• Promote teamwork, professionalism, employee engagement and a positive working environment.
• D. Training & Development of Supervisors
• Lead the onboarding, coaching, mentoring and continuous development of Call Centre Supervisors.
• Assess Supervisor capability and identify individual and team development needs.
• Develop and implement targeted development programmes to strengthen supervisory capability.
• Focus development on leadership, coaching, performance management, reporting, quality management, customer service and people management.
• Work with the Training function to update training materials based on operational findings, recurring performance gaps, client requirements and industry developments.
• Ensure Supervisors receive regular coaching and have documented development objectives.
• Identify high-performing employees with potential for supervisory or management positions and support their development.
• E. Workforce & Resource Management
• Ensure staffing levels are aligned with client volumes, operational requirements and agreed service levels.
• Work with HR and relevant stakeholders to identify recruitment and workforce requirements.
• Monitor attendance, staffing levels, productivity, utilisation and overtime.
• Ensure appropriate workforce scheduling and deployment to maintain adequate operational coverage.
• Anticipate staffing requirements arising from changes in client volumes, contracts or service scope.
• Identify capacity constraints and provide timely recommendations to management.
• Ensure operational resources, systems and equipment are available and fit for purpose.
• F. Quality Assurance & Customer Experience
• Establish and maintain appropriate quality standards for Call Centre operations.
• Monitor call quality, customer experience and compliance with approved processes and scripts.
• Review quality reports and identify recurring performance and customer experience issues.
• Work with Supervisors and Training to address identified quality gaps.
• Ensure client-specific quality standards and requirements are understood and consistently implemented.
• Monitor customer complaints, feedback and trends and implement appropriate corrective action.
• Promote a culture of customer service excellence across the Call Centre.
• G. Business Development & Growth
• Develop and implement strategies to support growth of the Call Centre business.
• Identify opportunities to expand existing client accounts and improve client retention.
• Analyse client and operational data to identify potential growth opportunities and additional service requirements.
• Monitor market and industry trends relevant to Call Centre and BPO services.
• Provide operational input into proposals, client presentations, service designs and implementation plans.
• Work with the General Manager and relevant commercial teams to pursue new business opportunities.
• Identify opportunities to improve Call Centre profitability through improved productivity, resource utilisation and service delivery.
• H. Process Improvement & Innovation
• Continuously review Call Centre processes and workflows to identify opportunities for improvement.
• Use operational data, client feedback and employee feedback to identify root causes of recurring issues.
• Develop and implement corrective and improvement plans with clear responsibilities and timelines.
• Promote automation, technology and process optimisation where these can improve productivity, quality or customer experience.
• Monitor the impact of implemented improvements and ensure that gains are sustained.
• Encourage Supervisors and teams to identify and implement practical operational improvements.
• I. Reporting & Performance Management
• Establish accurate and timely operational reporting for the Call Centre.
• Consolidate and analyse performance data from teams and client accounts.
• Provide regular reports to the General Manager on operational performance, client performance, staffing, quality, risks and opportunities.
• Ensure performance data is accurate, reliable and available for decision-making.
• Use data and trends to inform operational planning and resource allocation.
• Maintain appropriate records of performance, incidents, corrective actions and client issues.
• J. Succession Planning
• Create and maintain succession priorities for critical Call Centre positions.
• Identify high-performing employees and employees with leadership potential.
• Establish appropriate development plans for identified talent.
• Coach and mentor potential future Supervisors and managers.
• Provide identified employees with appropriate exposure and responsibilities to prepare them for higher-level roles.
• Maintain a pipeline of capable internal talent to support continuity of operations.
• Regularly review succession readiness and recommend development interventions where gaps exist.

Qualifications

• Experience: 2–4 years of proven B2B sales or business development experience in Uganda (prior experience selling telecom, corporate software, insurance, or professional services is highly advantageous).
• Network: An existing professional network of corporate decision-makers, HR Managers, and Operations Directors in Kampala.
• Skills: Exceptional face-to-face pitching, negotiation, and closing skills.
• Attributes: Self-motivated and comfortable working independently with minimal local supervision. High integrity and strong accountability.