Head of Call Center Department
Location | Kampala, Uganda |
Date Posted | July 25, 2024 |
Category |
Customer Service
Management |
Job Type |
Full-time
|
Currency | UGX |
Description
![](https://everjobs.ug/wp-content/uploads/wpjobboard/job/69564/company-logo/download.jpg)
Job Description/Requirements
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.