- Job Overview
This role focuses on managing day to day operations in a busy contact centre environment. As a Shift Team Leader, you supervise agents during live shifts and ensure customers receive fast, accurate, and professional support.
You make sure the team stays active, follows procedures, and handles customer calls correctly. You monitor performance in real time, solve operational issues, and escalate complex problems to the right departments.
On a normal shift, you track call queues, guide agents, check complaint records, and support quick resolution of customer issues. You also ensure smooth handover between shifts so that service continues without disruption.
- Key Responsibilities
You supervise contact centre agents during live operations. You ensure they handle calls correctly and meet service standards.
You monitor agent performance in real time. You give quick feedback and coaching to improve quality and speed of service.
You ensure all customer complaints are recorded correctly in the system. You track them until they are resolved.
You escalate technical or complex issues to departments like the Work Management Centre and follow up for resolution.
You manage call queues and workload distribution. You reduce customer waiting time and improve response speed.
You prepare shift updates and report operational issues that need management attention.
You coordinate shift handovers. You ensure incoming teams receive clear updates on pending cases and ongoing issues.
You ensure compliance with company procedures, customer service standards, and safety rules.
- Requirements and Qualifications
You need a Bachelor’s degree in Business Administration, Management, or a related field. This builds your leadership and operational understanding.
You must have at least 3 years of experience in a contact centre or customer service environment. Experience in live operations or supervision is important.
You should understand call handling procedures, complaint management, and escalation processes.
You need strong communication skills to guide agents and handle customer issues professionally.
You must be able to work in a fast paced environment and manage multiple tasks at once.
You need strong attention to detail to ensure accurate customer records and reporting.
You should have problem solving skills and the ability to handle customer escalations calmly.
- Salary Range Estimate
Expected range is UGX 1,800,000 to UGX 3,200,000 per month. This depends on experience, shift responsibilities, and performance level.
- About the Company
Uganda Electricity Distribution Company Limited manages electricity distribution, billing, and customer service across Uganda. The company supports both residential and commercial power users.
The work environment is structured, fast paced, and service driven. Teams operate in shifts to ensure continuous customer support and operational efficiency.
- Location Breakdown
Lugogo is a major business and service hub in Kampala. It hosts offices, call centres, and commercial facilities.
Working here gives access to reliable transport, professional networks, and career growth opportunities. Cost of living in Kampala is higher than upcountry areas, especially for housing and transport.
- How to Apply, Smart Tips
Tailor your CV to highlight contact centre or supervisory experience. Focus on roles where you managed teams or handled customer escalations.
Use keywords like call centre operations, shift management, complaint resolution, customer escalation, and team supervision.
Show measurable results such as improved response time, reduced complaints, or better team performance.
Prepare examples of how you handled difficult customers or solved operational issues during live shifts.
- Pro Tips to Stand Out
Show experience in real time monitoring tools or call centre dashboards.
Highlight leadership experience, even if informal, such as guiding peers or acting as team lead.
Demonstrate strong multitasking skills in high pressure environments.
Show consistency in improving team performance through coaching and feedback.
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