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
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.
Apply Before 05/16/2025, 11:59 PM
