Unicaf, the leading online platform in sub-Saharan Africa offering quality higher education degree programmes in collaboration with UK, US, African and European universities, is growing and looking for a Call Centre Supervisor in Kampala, Uganda.

Main Tasks & Responsibilities:

• Support and provide superior service to customers via phone
• Use questioning and listing skills that support and effective telephone conversation
• Provide customers with product and service information
• Process documents, forms and applications
• Identify and escalate priority issues

Key Competencies:

• Excellent verbal and written command of the English and French language
• Excellent conversational skills through the phone in English and French
• Excellent computer skills (typing skills will be considered an advantage)
• Attention to detail
• Excellent time management
• Ability to reach assigned targets

Key Responsibilities:

• Effective communication with his/her assigned team members to resolve all issues
• Effective supervision of the daily work of student advisers assigned to his/her team
• Effective evaluation of his/her assigned team members on all evaluation indicators and on defined evaluation periods
• Effective communication (negotiation) with interested applicants (via phone & email)
• Effective knowledge and presentation of degrees and certificates
• Effective communication with internal departments (via phone, email & personal presence)
• Effective system (CRM/SIS) updates
• Effective time management
• Effective targets management