Call Center Team Leader at Lapaire

The Call Center Team Leader’s job will be composed of the following tasks:
• Ensure the daily management of the Call Center Team.
• Prepare the schedule of the teams (responsibilities, tasks, team rotation, etc.)
• Participate in setting the objectives of the call center team and communicate these objectives to the team in a clear and transparent manner
• Provide the call center team with an organized and up-to-date database and the necessary tools to perform their tasks
• Lead and motivate the team on a daily basis
• Ensure the administrative follow-up of the team (salaries, absences, leaves, exits, etc.)

Promote and sustain good performance of the Call Center Team.
• Verify and inspect the work done by the team on a daily basis
• Validate the internal notes and comments written by the agents to feed the database
• Monitor the daily performance of each call center agent according to the defined performance indicators
• Handle conflict calls and high-profile or escalated calls
• Develop and update sales pitches and responses to objections, and set up decision trees

Ensure the growth in skills and volume of the Team.
• Participate in the recruitment of new team members (technical & personality tests, situational testing, etc.)
• Ensure the proper integration of new recruits into the team
• Continuously train the team and provide individual coaching (e.g. listening in and call recovery)

Understand the needs of the Branch Managers and provide reports to the Operations Manager Uganda.
• Communicate all key information to the Branch Managers and ensure timely communication
• Ensure the daily reporting of the activity of the team according to the processes established by the Sales Team
• Understand the possible needs and problems of the Branch Managers with regards to telesales and be able to find solutions.

Candidate profile
• Graduated with a Bachelor’s Degree or Diploma in Commerce or Business Administration.
• Excellent command of sales techniques, especially telesales.
• Minimum of 1 year experience in a leadership role is required to be considered for this role.
• The candidate should be comfortable using new technologies, mobile apps and software on phone & computer.
• Mastery of the Google Suite, Microsoft Office, CRM will be advantage.

Skills required for the role:
• Mastery of data analysis
• Leadership, reactivity
• Outstanding commercial skills and strength of conviction
• In-born sense of customer service
• Good interpersonal and communication skills
• Likes to pass on knowledge to teams
• Rigorous, hardworking and organized
• Transforms problems into solution

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