Customer Service Team Leader - Uganda

Updated: May 08, 2024 02:02 AM GMT

BURN MANUFACTURING

Kampala

About The Role

BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.

Workdays: Monday-Sunday with Scheduled off days.

Shift Plan: The shifts will run from 7.00 am to 3.00 pm and 12.00 pm to 8.00 pm as assigned by the manager.

Duties And Responsibilities

Performance Management & Tracking:
• Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker
• Maintain the CTA Tracker
• Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs
• Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month)
• Fair and consistent application of performance management and disciplinary measures as necessary
• Support the team in achieving daily, weekly, and monthly sales and debt... More Detail