POSITION: Team Leader- Call Centre (1 Vacancy)
COMPANY: Platinum Credit (U) Ltd
LOCATION: Bukoto, Kampala.

Job details:
The overall purpose of the role is to lead and motivate a team of Telesales Officers to consistently grow the Customer portfolio month on month, while ensuring high quality sales, excellent customer satisfaction, and a Productive, disciplined, and engaged team.

Key duties/responsibilities:

• Supervise and support Telesales Officers to achieve daily, weekly, and monthly sales targets.
• Conduct daily coaching sessions and provide developmental feedback to Telesales Officers.
• Monitor and evaluate performance for Telesales Officers.
• Assist with recruitment, onboarding, and continuous training of Telesales Officers on product
• Maintain and update Quality Assurance tools, evaluation forms, and performance dashboards.
• Drive customer satisfaction through feedback mechanisms, escalations, and effective query resolution.
• Lead team meetings to share updates, celebrate achievements, and address challenges.
• Uphold team discipline in line with company policies.

Required Qualifications and Work Experience: 

• Bachelor’s degree in sales, marketing or a business-related field from a recognized institution.

Key competencies

• Strong interpersonal and listening skills.
• Integrity and effective team leadership.
• Excellent verbal and written communication.
• Knowledge of microfinance lending practices.

• Supervise and support Telesales Officers to achieve daily, weekly, and monthly sales targets.
• Conduct daily coaching sessions and provide developmental feedback to Telesales Officers.
• Monitor and evaluate performance for Telesales Officers.
• Assist with recruitment, onboarding, and continuous training of Telesales Officers on product Knowledge.
• Maintain and update Quality Assurance tools, evaluation forms, and performance dashboards.
• Drive customer satisfaction through feedback mechanisms, escalations, and effective query resolution.
• Lead team meetings to share updates, celebrate achievements, and address challenges.
• Uphold team discipline in line with company policies.

• Strong interpersonal and listening skills.
• Integrity and effective team leadership.
• Excellent verbal and written communication.
• Knowledge of microfinance lending practices.

• Bachelor’s degree in sales, marketing or a business-related field from a recognized institution.