Team Leader - Call Centre. Growth & New Business Job
Work Hours: Full-time, 08 hours per day
Salary:
Attractive
Job Deadline: 22 May 2025
Number of Jobs: 01
Hiring Entity: MTN Uganda Limited
 |
| MTN Uganda Limited |
Location: In Uganda
Job Details:
Main Purpose:
The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.
Main Job Functions:
- Team Leadership: Lead, motivate, and develop a team of customer service representatives, ensuring high morale and a positive work environment.
- Customer Support Oversight: Supervise the team in handling customer inquiries, complaints, and requests related to Wakanet services, ensuring that all issues are resolved promptly and to the satisfactorily.
- Performance Management: Monitor individual and team performance, conduct regular performance reviews, and provide feedback and coaching to enhance team efficiency and customer satisfaction.
- Process Improvement: Identify areas for process improvement and implement strategies to increase efficiency, customer satisfaction, and first-contact resolution rates infrastructure.
- Reporting & Analysis: Prepare and analyze performance reports and customer feedback to track key performance indicators (KPIs) and ensure goals are met
- Escalation Management: Act as the first point of escalation for complex or high-priority customer issues and take ownership of finding a resolution
- Collaboration: Work cross-functionally with other departments such as Sales, NOC, Technology, and Product teams to ensure seamless communication and issue resolution for Wakanet customers
- Audits: Audit advisor system access and activities that are risk prone.
- Implement the Contact Centre HR operations in respect to advisor recruitment, training and discipline.
Education
- Bachelors degree in Business Administration or any other relevant field
Work Experience
- Minimum of 2 years of experience in customer service, with at least a year in a leadership or supervisory role, preferably in a telecommunications or tech-based company.
Skills / physical competencies:
- Strong leadership skills with the ability to motivate and inspire a team.
- Data-driven decision-making, with the ability to analyze customer service trends and KPIs.
- Problem-solving and conflict resolution abilities
- Ability to work under pressure and manage multiple priorities
- High level of emotional intelligence and customer empathy
- Data-driven decision-making, with the ability to analyze customer service trends and KPIs
Application procedure
Interested in applying for this job? Click here to submit your application now
Posting Date: 2025-05-09
