NFT Consult Limited, a business process outsourcing firm with offices in multiple African countries, has posted a job advertisement for a Contact Centre Supervisor – Outbound. The successful candidate will be responsible for leading, coordinating, and supervising the outbound contact centre team to achieve customer engagement, sales, collections, retention, service, and campaign objectives. The role requires a first degree in any discipline and a minimum of 3-5 years of experience in banking operations, with at least two years in customer service or contact centre roles.
The Contact Centre Supervisor will be responsible for team leadership and people management, including supervising daily activities, monitoring agent performance, and conducting coaching and mentoring sessions. They will also be responsible for customer experience management, ensuring professional and courteous customer interactions, and resolving escalated customer issues and complaints. Additionally, the supervisor will liaise with internal departments to support campaign execution and resolution of customer issues.
The ideal candidate for the role should possess strong analytical skills, thorough knowledge of banking products and services, and excellent communication and interpersonal skills. They should also have experience in quality assurance, call monitoring, data analysis, and reporting. The supervisor will be expected to promote best practices and knowledge sharing within the team and drive initiatives aimed at improving customer satisfaction and loyalty.
The Contact Centre Supervisor will also be responsible for outbound campaign management, including planning, coordinating, and executing outbound calling campaigns. They will monitor campaign performance and recommend improvements, ensuring that call lists and customer data are accurately utilized and managed. The role requires a self-driven individual with good motivational skills and effective writing and presentation skills.
In terms of qualifications and experience, the successful candidate should have a bachelor's degree and a minimum of 36 months of experience in a related field. They should also possess skills in stakeholder management, business behaviors, and passion for delivering outstanding results. The Contact Centre Supervisor will be expected to uphold honesty, transparency, and accountability, ensuring ethical practices in every action.
The job advertisement was posted on September 30, 2026, and the deadline for applications is October 9, 2026. Interested applicants can apply online through the Ugandan Jobline website. NFT Consult Limited is a business process outsourcing firm with offices in Uganda, South Africa, Kenya, Botswana, Rwanda, Tanzania, Zambia, Burundi, and South Sudan.
The Contact Centre Supervisor role is a key position in the customer service team, and the successful candidate will be expected to make a positive impact on customer experience and drive business growth. The role offers an opportunity for a motivated and experienced individual to lead a team and contribute to the success of NFT Consult Limited's operations in Kampala.
Key points
- NFT Consult Limited is seeking a Contact Centre Supervisor to lead its outbound contact centre team in Kampala, Uganda.
- The successful candidate should have a first degree in any discipline and a minimum of 3-5 years of experience in banking operations.
- The Contact Centre Supervisor will be responsible for team leadership, customer experience management, and outbound campaign management.
