Team Leader - Call Centre. Growth & New Business

Team Leader – Call Centre. Growth & New Business

Full time @MTN Uganda posted 1 day ago in Mobile Communication

Main Purpose:

The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Team Leader- Call Centre _Broadband

Reports to: Senior Manager – Customer Experience

No. of Vacancies: 1

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

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

Important Notice:

No payments are required for this application process.
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