Team Leader - Call Centre. Growth & New Business
2025-05-08T14:08:46+00:00
MTN Mobile Money Uganda Limited
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FULL_TIME
Kampala
Kampala
00256
Uganda
Telecommunications
Management
2025-05-22T17:00:00+00:00
Uganda
8
Main Purpose:
The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.
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
- Bachelors degree in Business Administration or any other relevant field
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.
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
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.
Education Bachelors degree in Business Administration or any other relevant field 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.
JOB-681cbaee90080
Vacancy title:
Team Leader - Call Centre. Growth & New Business
[Type: FULL_TIME, Industry: Telecommunications, Category: Management]
Jobs at:
MTN Mobile Money Uganda Limited
Deadline of this Job:
Thursday, May 22 2025
Duty Station:
Kampala | Kampala | Uganda
Summary
Date Posted: Thursday, May 8 2025, Base Salary: Not Disclosed
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JOB DETAILS:
Main Purpose:
The Team Leader will be responsible for leading and managing a team dedicated to delivering exceptional support for Wakanet customers.
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
- Bachelors degree in Business Administration or any other relevant field
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.
Work Hours: 8
Experience in Months: 24
Level of Education: bachelor degree
Job application procedure
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