Customer Service Team Leader

BURN Manufacturing

Kampala, Central Region
Permanent
Full-time

15 days ago

About the jobAbout The RoleBURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.Workdays: Monday-Sunday with Scheduled off days.Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.Duties And ResponsibilitiesPerformance Management & Tracking:

Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker
Maintain the CTA Tracker
Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs
Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month)
Fair and consistent application of performance management and disciplinary measures as necessary
Support the team in achieving daily, weekly, and monthly sales and debt collection targets

Operational Management:

Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs
Ensure adherence to the Workforce Plan
Keep up-to-date with business development and new product lines.
Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement
Work with the management team to identify and deliver positive change and business efficiencies
Deliver the allocated part of the operation within agreed budgets, service levels, and business targets
Escalate any appropriate problems to management

Team Leadership:

Work closely with the team, providing motivation and coaching to enhance individual and collective performance
Host daily pre/post-shift meetings
Attend all calibration sessions
Maintain training and development plans for all team members
Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction

Process Proficiency:

Demonstrate proficiency in debt collection and/or Pay-go processes

Other Duties and Responsibilities:

Perform other responsibilities and miscellaneous duties as requested or assigned by management

BURN Ambassador

Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers
Maintain an open and receptive attitude when receiving feedback and suggestions

Skills And Experience

Excellent verbal communication and interpersonal skills
Fluent in English
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem solve
Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
Working knowledge & experience in using MS Excel for data analysis and reporting
Experience in leadership roles and/or organizing events

Qualified Female Candidates are encouraged to ApplyBURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).

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