Job Description

Operations Executive (BPO) – Kampala, Uganda

Company Overview

Jade BPO Solutions Limited is a Uganda-based Business Process Outsourcing (BPO) company providing customer support, call center operations, back-office services, digital engagement, and business support solutions for local and international clients. The company continues to expand its operational capabilities and is seeking a highly organized Operations Executive to support business growth and service excellence.

Job Location

Kampala, Uganda

Employment Type

Full-Time

Position

Operations Executive (BPO)

Department

Operations & Service Delivery

Salary

UGX 3,200,000 – UGX 5,800,000 per month (based on qualifications, experience, and performance)

Job Summary

Jade BPO Solutions Limited is looking for an experienced Operations Executive to oversee daily BPO operations, improve service delivery standards, coordinate workforce management, and ensure operational efficiency across customer support and back-office functions. The successful candidate will work closely with team leaders, quality assurance teams, HR, and client relationship managers to maintain service excellence.

Professionals searching for Operations Executive jobs in Uganda, BPO jobs in Kampala, and customer service operations jobs in Uganda are encouraged to apply.

Key Responsibilities

• Monitor day-to-day BPO operational activities and service delivery performance.
• Manage workforce scheduling, attendance, and productivity metrics.
• Coordinate with customer service teams to achieve SLA and KPI targets.
• Prepare operational reports and performance dashboards.
• Support process improvement initiatives and workflow optimization.
• Manage escalations and ensure timely resolution of client concerns.
• Assist in resource planning and capacity forecasting.
• Conduct operational audits and compliance reviews.
• Collaborate with HR for recruitment and onboarding activities.
• Implement continuous improvement strategies for operational excellence.
• Support training and development initiatives across departments.
• Ensure adherence to company policies and industry standards.
• Analyze operational data to identify efficiency opportunities.
• Coordinate project implementation and process transitions.
• Maintain strong client relationships and stakeholder communication.

Candidates interested in operations management jobs in Uganda and business process outsourcing jobs in Kampala will find this role highly rewarding.

Required Qualifications

• Bachelor’s Degree in Business Administration, Operations Management, Logistics, Management, Economics, Industrial Psychology, or a related field.
• Professional certification in Operations Management, Project Management, Lean Six Sigma, or Business Process Management is an added advantage.

Experience Requirements

• Minimum 3 years of experience in BPO operations, customer service operations, call center management, or service delivery management.
• Experience handling workforce management systems and operational reporting.
• Exposure to process improvement and quality management frameworks preferred.

Applicants searching for graduate jobs in Uganda, operations executive jobs in Kampala, and corporate jobs in Uganda are welcome to apply.

Essential Skills

• Operations Management
• Workforce Planning
• Customer Service Management
• Process Improvement
• Business Analytics
• Team Coordination
• Project Management
• Data Analysis
• KPI Monitoring
• Client Relationship Management
• Quality Assurance
• Performance Management
• Problem Solving
• Microsoft Excel & Reporting Tools
• Communication Skills
• Leadership and Decision-Making

Training and Development

The successful candidate will receive:

• BPO Operations Excellence Training
• Customer Experience Management Training
• Leadership Development Programs
• Service Quality and Compliance Training
• Workforce Planning Certification Support
• Advanced Reporting and Analytics Workshops
• Process Improvement and Lean Operations Training

Employee Benefits

• Competitive salary package
• Performance-based incentives
• Medical coverage
• Annual leave entitlement
• Professional development opportunities
• Career progression pathways
• Employee wellness initiatives
• Modern working environment

Professionals seeking full-time jobs in Uganda, management jobs in Kampala, and operations coordinator jobs in Uganda are encouraged to apply.

Why Join Jade BPO Solutions Limited?

• Work with one of Uganda’s growing BPO service providers.
• Exposure to international operational standards.
• Opportunities for career growth and leadership development.
• Collaborative and performance-driven culture.
• Access to modern outsourcing technologies and systems.

For additional career opportunities and market insights, candidates may also explore BPO jobs in Uganda for current employment trends across Uganda.

Professionals interested in customer support jobs in Uganda, call center jobs in Kampala, and service delivery jobs in Uganda can benefit from monitoring regional opportunities through industry networks.

As part of career development and regional employment research, candidates may also review opportunities available through BPO jobs in Angola in the broader African employment market.

Applicants looking for executive jobs in Uganda, operations supervisor jobs in Kampala, and administration jobs in Uganda are strongly encouraged to submit applications.

For professionals exploring employment trends across Southern Africa, useful resources can also be found at BPO jobs in Zimbabwe which regularly features opportunities in multiple sectors.

Those pursuing long-term careers in outsourcing, customer experience, and operations management may additionally explore regional vacancies through BPO jobs in Liberia for broader industry exposure.

Application Process

Interested candidates should submit:

• Updated CV/Resume
• Cover Letter
• Academic Certificates
• Professional Certifications (if applicable)
• Contact details of at least two professional referees

Only shortlisted candidates will be contacted for interviews.