Wananchi Group
Job Title: Contact Centre Team Leader
Department: Customer Experience
Location: Kampala, Uganda
Employment Status / Type: Full Time
Position Reporting to: Customer Service Manager & Country Manager
Manages Others: Yes
Titles & Number of Positions Managed:
- Outsourced Contact Centre
- 1 Supervisor
- 1 QA/Trainer
- Agents= 41 (29 Inbound; 12 Retention)
Job Purpose / Summary: Reporting to Customer Service Manager & Country Manager, Customer Experience, Contact Centre Leader will be responsible for:
- Leadership
- Customer Service (call center, walk-in, E-Care, escalations)
- Lifecycle management (retention, billing, loyalty)
- Feedback analysis and reporting
- Process
…
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