Call Center – Team Leader at CVPeople Tanzania

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.

Responsibilities

• 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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