CALL CENTER TEAM LEAD – BOFINET

CALL CENTER TEAM LEAD (5 YEAR CONTRACT)

Main Purpose of the Job:

The Call Center Team Lead will be part of the UPICtv team and key in ensuring customer care. This experienced individual will effectively ensure customer support is available to the end-user at all times and in the right quality by managing a team of call center agents.

Job Responsibilities

Implementation of the UPICtv and WIFI customer support strategy aligned with short-term and long-term service commercialization targets.
Management of all service support channels (call center mainline, chatbot, SMS, and email alerts.
Daily management of the call center.
Schedule and organize shift patterns for other team members to ensure that customers are never left unattended.
Understand all organization’s products, services, procedures, and guidelines and communicate the same to all team members.
Prepare forecasts and budgets for the call center.
Monitor all calls to ensure that due procedures and quality standards are strictly adhered to.
Facilitate and organize training sessions for all agents and participate in the recruitment of new call center agents.
Submit regular reports to the UPICtv Manager and seek new ideas and strategies to improve performance at the center.
Keep up with trends in the industry and ensuring adherence to industry standards.
Ensure that clients are kept happy and satisfied at all times by providing prompt responses and solutions to their challenges at all times.
Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Other duties as assigned by the Line Manager.

Skills and Competencies

Team management experience
Analytical skills and decision making
Results Orientated
strong layout skills
Leading others by example
Critical thinker and people skills
Managing Complexity
Communication Skills
Excellent working knowledge and proficiency with MS Office software including PowerPoint and Excel
knowledge of online VoD services
Innovation

Academic Qualifications and Experience

The candidates should have attained the following:

A Bachelor’s Degree and should have taken courses in business, management, and communications.
3-4 years experience in a call center environment 2 of which should be at a call center team lead level.