Team Leader-Call Centre Growth & New Business

Main Job Functions:

• Team Leadership: Lead, motivate, and develop a team of customer service representatives, ensuring high morale and a positive work environment.
• Customer Support Oversight: Supervise the team in handling customer inquiries, complaints, and requests related to Wakanet services, ensuring that all issues are resolved promptly and satisfactorily.
• Performance Management: Monitor individual and team performance, conduct regular performance reviews, and provide feedback and coaching to enhance team efficiency and customer satisfaction.
• Process Improvement: Identify areas for process improvement and implement strategies to increase efficiency, customer satisfaction, and first-contact resolution rates in the infrastructure.
• Reporting & Analysis: Prepare and analyze performance reports and customer feedback to track key performance indicators (KPIs) and ensure goals are met
• Escalation Management: Act as the first point of escalation for complex or high-priority customer issues and take ownership of finding a resolution
• Collaboration: Work cross-functionally with other departments such as Sales, NOC, Technology, and Product teams to ensure seamless communication and issue resolution for Wakanet customers
• Audits: Audit the advisor system access and activities that are risk-prone.
• Implement the Contact Centre HR operations concerning advisor recruitment, training, and discipline.
• Minimum of 2 years of experience in customer service, with at least a year in a leadership or supervisory role, preferably in a telecommunications or tech-based company.
• Strong leadership skills with the ability to motivate and inspire a team.
• Data-driven decision-making, with the ability to analyze customer service trends and KPIs.
• Problem-solving and conflict resolution abilities
• Ability to work under pressure and manage multiple priorities
• High level of emotional intelligence and customer empathy
• Data-driven decision-making, with the ability to analyze customer service trends and KPIs.

Africa’s largest mobile network operator