The Ugandan Jobline

• Guide, Coach and Mentor the Customer Service
  Executives so as to achieve individual, team and departmental KPIs.
• Keenly monitor the performance of Customer
  Service Executive team through regular reviews and giving real-time
  feedback in line with M-KOPA Customer care performance standards
• Drive adherence to M- KOPA procedures and
  monitor compliance to standard operating procedures for M-KOPA shops.
• Oversee the implementation of system changes
  and update all relevant trackers
• Work in liaison with the HR team to support
  the new hires on the on boarding process
• Closely work with the Call Centre Manager and
  other departments to resolve all Customer Care related escalations into
  the Call Centre/Customer Care Department
• Develop and implement Customer Care Related
  special projects/initiatives
• Keenly review and Interpret historical
  reports and provide stakeholders with feedback for improvement in business
  operations.
• Groom and nurture potential Customer Care
  Team Leaders.

• The applicant for the role of Customer
  Care  Team Leader should at least
  hold a bachelor’s degree of any discipline from a recognized University
• One year of experience as a Team leader in
  Customer Care department
• Excellent 
  leadership capability
• Willingness to work countrywide
• Excellent influencing skills
• Computer literacy skills i.e. proficiency at
  MS Office
• Demonstrate high level of integrity, work
  ethics, and a proactive and positive attitude.
• Good negotiation and communication skills,
  along with personal tenacity and the ability to drive things through to
  conclusion in a dynamic and challenging environment.
• Customer focused with good customer care
• Excellent interpersonal skills, problem
  solving and analytical skills.
• The applicant should be self-motivated &
  able to demonstrate a drive for results with a professional approach.
• Proven report-writing skills and presentation
  skills.

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