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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