Key Responsibilities:
     1.            Leadership and Management:
       •     Lead and manage the call center team, including hiring, training, and evaluating staff performance.
       •     Foster a positive and productive work environment.
     2.            Operational Efficiency:
       •     Develop and implement call center policies and procedures to ensure efficient operations.
       •     Monitor call center metrics and KPIs, ensuring targets are met or exceeded.
       •     Optimize call handling processes and customer interaction workflows.
     3.            Customer Service Excellence:
       •     Ensure high standards of customer service are maintained across all interactions.
       •     Handle escalated customer issues and complaints promptly and effectively.
       •     Implement customer feedback mechanisms to continuously improve service quality.
     4.            Strategic Planning:
       •     Develop and execute strategies to enhance customer satisfaction and loyalty.
       •     Collaborate with other departments (sales, marketing, finance) to align call center activities with overall company objectives.
       •     Identify and implement new technologies and tools to improve call center operations.
     5.            Reporting and Analysis:
       •     Prepare regular reports on call center performance, including metrics on call volume, response times, and customer satisfaction.
       •     Analyze data to identify trends and areas for improvement.
     6.            Compliance and Standards:
       •     Ensure all call center activities comply with company policies and relevant regulations.
       •     Maintain high standards of data security and customer privacy.
Qualifications:
           •          Skills:
       •     Strong leadership and team management abilities.
       •     Excellent communication and interpersonal skills.
       •     Proficiency in call center software and CRM systems.
       •     Analytical and problem-solving skills.
       •     Ability to handle high-stress situations and manage multiple tasks simultaneously.
Preferred Attributes:
  •   Experience in the finance industry.
  •   Knowledge of Ugandan market and customer behaviors.
  •   Familiarity with the latest call center technologies and best practices.