Call Center – Team Leader at CVPeople Tanzania

by Udahiliportaldaily

Call Center – Team Leader
Kampala, Uganda | Posted on 04/18/2023


Job Summary

We are looking for a skilled Call center Agent manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.


  • Develop objectives for the call center’s day-to-day activities
    Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Assume responsibility of budgeting and tracking expenses
    Hire, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling and other procedures
  • Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations.
  • Provides accurate reporting on results, including production statistics, actual result to goal, and forecasting projections

Knowledge and Experience

  • Proven experience as call center manager/leader at least 3 years experience or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Degree in a relevant discipline or Equivalent will be appreciated


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