Key Responsibilities:

1.             Leadership and Management:

•      Lead and manage the call center team, including hiring, training, and evaluating staff performance.

•      Foster a positive and productive work environment.

2.             Operational Efficiency:

•      Develop and implement call center policies and procedures to ensure efficient operations.

•      Monitor call center metrics and KPIs, ensuring targets are met or exceeded.

•      Optimize call handling processes and customer interaction workflows.

3.             Customer Service Excellence:

•      Ensure high standards of customer service are maintained across all interactions.

•      Handle escalated customer issues and complaints promptly and effectively.

•      Implement customer feedback mechanisms to continuously improve service quality.

4.             Strategic Planning:

•      Develop and execute strategies to enhance customer satisfaction and loyalty.

•      Collaborate with other departments (sales, marketing, finance) to align call center activities with overall company objectives.

•      Identify and implement new technologies and tools to improve call center operations.

5.             Reporting and Analysis:

•      Prepare regular reports on call center performance, including metrics on call volume, response times, and customer satisfaction.

•      Analyze data to identify trends and areas for improvement.

6.             Compliance and Standards:

•      Ensure all call center activities comply with company policies and relevant regulations.

•      Maintain high standards of data security and customer privacy.

Qualifications:

•           Skills:

•      Strong leadership and team management abilities.

•      Excellent communication and interpersonal skills.

•      Proficiency in call center software and CRM systems.

•      Analytical and problem-solving skills.

•      Ability to handle high-stress situations and manage multiple tasks simultaneously.

Preferred Attributes:

•    Experience in the finance industry.

•    Knowledge of Ugandan market and customer behaviors.

•    Familiarity with the latest call center technologies and best practices.