Call Center Team Leader

Job Title: Call Center Team Leader
Department: Customer Care
Available slots: 02
Job Type: Full Time
Job Location: Kampala
Job Commences: January 2025

About Us:

Kastommed BPO is a fast-growing contact Center committed to providing exceptional customer service. Our offices are located at K.S Plaza, Magambo Rd, Ntinda Kampala.

We are seeking an experienced and motivated Call Center Team Leader to join our team. This is an exciting opportunity to lead and develop a team of customer service agents, ensuring high levels of performance, efficiency, and customer satisfaction.

Key Responsibilities:

• Team Leadership: Manage and motivate a team of customer service representatives to meet and exceed key performance metrics (KPIs) and service targets.
• Training & Development: Provide regular coaching, training, and support to agents, ensuring continuous improvement and skill development.
• Performance Management: Monitor team performance through regular call evaluations, quality assessments, and feedback sessions. Address performance issues and provide solutions.
• Customer Service Excellence: Ensure high standards of customer service, handling complex inquiries and resolving escalated issues in a timely manner.
• Reporting & Analysis: Prepare and present reports on team performance, customer feedback, and operational issues. Make data-driven recommendations for improvements.
• Process Improvement: Identify opportunities to enhance efficiency, streamline processes, and improve the customer experience.
• Team Motivation: Foster a positive and engaging work environment to promote collaboration, high morale, and retention.

Qualifications & Skills:

• A minimum of a university degree from a recognized university
• Proven experience in a Call Center or Customer Service environment, with at least 2 years in a CX supervisory role.
• Technology savvy, with great agility
• Strong understanding of call center operations, metrics, and KPIs.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage and resolve conflicts, motivate teams, and provide constructive feedback.
• Strong organizational and time-management skills.
• Proficient in using call center software, CRM systems, and MS office.
• Ability to work under pressure and in a fast-paced environment.
• Prior experience in the finance sector is desired

What We Offer:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A supportive and dynamic work environment.
• A healthy and supportive work environment
• CPD opportunities

How to Apply:

If you are passionate about leading teams, improving processes, and delivering exceptional customer service, we want to hear from you!

Please apply HERE ensuring to upload your CV and Cover Letter onto the form.

Application Deadline: 15^th December 2024 at 11:59pm.

Only applications submitted through this form will be considered.

Kastommed BPO is an equal opportunity employer and welcomes applications from all qualified individuals.