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Customer Service Team Leader job at BURN | Apply Now
Are you looking for Public Relations Jobs in Uganda 2024? If yes, then you might be interested in Customer Service Team Leader job at BURN
Kampala, Uganda
Full-time
Deadline:
May 13, 2024 at 2:00:00 PM
About the Organisation
In 1990, Peter Scott was traveling through Zaire (present day DRC) when he witnessed the deforestation caused by the production of charcoal for household cooking. At that time, he dedicated his life to saving the forests of sub-Saharan Africa by designing and building fuel-efficient stoves.
In 2010, after spending 13 years as a cookstove consultant in Central America and Sub-Saharan Africa, Peter started Burn Design Lab and BURN Manufacturing Co. on Vashon Island, Washington. On a shoestring budget, BURN has assembled a team of world-class designers and engineers who are equally committed to designing the most fuel-efficient cookers in the world.
In 2014, BURN launched its first full manufacturing facility in Kenya - the first and only of its kind. BURN is now the only vertically integrated modern cookstove company in sub-Saharan Africa. The solar-powered facility currently has a capacity of 400,000 stoves per month and employs over 2,500 people, half of whom are women.
Job Title
Customer Service Team Leader job at BURN
Job Description
BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.
Duties and Responsibilities
Performance Management & Tracking:
Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
Maintain the CTA Tracker.
Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
Fair and consistent application of performance management and disciplinary measures as necessary.
Support the team in achieving daily, weekly, and monthly sales and debt collection targets.
Operational Management:
Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
Ensure adherence to the Workforce Plan.
Keep up-to-date with business development and new product lines.
Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.
Work with the management team to identify and deliver positive change and business efficiencies.
Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
Escalate any appropriate problems to management.
Team Leadership:
Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
Host daily pre/post-shift meetings.
Attend all calibration sessions.
Maintain training and development plans for all team members.
Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.
Process Proficiency:
Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
Perform other responsibilities and miscellaneous duties as requested or assigned by management.
BURN Ambassador
Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement in the services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.
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Qualifications and Competencies
Excellent verbal communication and interpersonal skills
Fluent in English
Highly organized, punctual, and professional
Proactive attitude and takes initiative to problem solve.
Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
Working knowledge & experience in using MS Excel for data analysis and reporting.
Experience in leadership roles and/or organizing events.
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
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