Unifi
Unifi is seeking an experienced Head of Department to lead its call centre operations in Uganda. The successful candidate will drive operational performance, develop effective team leaders, improve service delivery, and ensure clients receive efficient, respectful, and reliable support.
The role requires a hands-on leader who can translate business objectives into measurable results while building a high-performing and accountable workforce.
Key Responsibilities
Operational Leadership: Set priorities, monitor performance, and ensure teams achieve operational targets.
Team Development: Coach team leaders, strengthen management capabilities, and promote accountability and professional growth.
Process Improvement: Identify operational challenges and implement improvements that enhance productivity and customer experience.
Workforce Planning: Manage staffing, shifts, workloads, and resources to maintain service levels and control costs.
Customer Experience: Ensure all client interactions reflect Unifi’s commitment to dignity, respect, and excellent service.
Performance Analysis: Use operational data to identify trends, address performance gaps, and guide decision-making.
Cross-Functional Collaboration: Work with country teams to resolve challenges and improve systems and processes.
People Management: Collaborate with HR on recruitment, talent development, performance management, and employee-related matters.
Qualifications and Experience
Applicants should possess:
A relevant qualification in Business Management, Operations, or a related field, which is an advantage.
At least five years of operational management experience in a fast-paced, target-driven environment.
Experience in financial services or call centre operations is desirable.
Proven experience managing multiple teams through team leaders or other managers.
A strong track record in improving performance and developing employees.
Knowledge of call centre operations, workforce planning, resource management, and cost efficiency.
Experience in sales, debt collections, or recovery operations.
Strong analytical, problem-solving, communication, and relationship-building skills.
The ability to manage operational demands while implementing long-term improvements.
Fluency in English.
How to apply
Submit your application online
To apply for this job please visit unifiuganda.simplify.hr.