Call Centre Team Leader (2 Job Placements)

Job Title:    Call Centre Team Leader (2 Job Placements)

Organization: Platinum Credit

Duty Station: Kampala, Uganda

About US:

Platinum Credit is a leading Regional Micro Finance Company providing emergency loans to employed individuals in Eastern Africa. We have a wide spread branch network in Uganda, Kenya and Tanzania.  Platinum Credit (U) Ltd is a subsidiary of Platcorp Holdings Ltd.

Job Summary:  The Call Centre Team Leader will be supervising and coordinating sales activities and daily work schedules for Call Centre Agents.

Key Duties and Responsibilities:  

·        Monitor individual, team and call centre results to identify and act on both positive and negative performance trends to ensure attainment of monthly sales targets.

·        Managing team’s data: Responsible for daily storage, distribution and usage of data.

·        Documentation and reporting: Responsible for compilation of monthly team’s performance report.

·        Monitor service calls to ensure employee’s conformity to company rules and policies.

·        Ensuring discipline for the team under supervision.

·        Training and Development: Assist in continuous training & coaching of Telesales Agents on product knowledge and various aspects of PCL Business.

·        Implementation of company policies.

·        Report on Customer’s needs and how they were handled: Ensure Customer satisfaction through feedback mechanism and escalation.

·        Verifies telesales results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.

·        Evaluates telemarketing/telesales approaches by rating effectiveness of agents; providing quality ratings; identifying training needs; developing training programs; conducting training.

·        Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.

·        Time management: Ensuring that time as a resource is well managed throughout the day.

Qualifications, Skills and Experience:

·        The applicant must hold a Degree in a relevant field.

·        At least two years’ experience in a similar position preferably in a Call Centre.

·        Computer knowledge.

·        Must possess leadership and supervisory skills.

·        Excellent numerical and analytical skills.

·        Excellent interpersonal and communication skills.

How to Apply:

All candidates should send their applications, detailed CV and testimonials to the address below;

The Human Resource Manager,

Platinum Credit (U) Ltd,

Kampala. Uganda

Send your application via Email to: info@platinumcredit.co.ug

Deadline: 15^th January 2020