The Ugandan Jobline

• Providing effective leadership to team leaders responsible for the
  day-to-day operations and directing their activities
• Participates in the recruitment and Training of Team leader and CCRs
  and follow up to ensure a seamless onboarding process.
• Is responsible for the training of team leaders and creating an
  environment that fosters their growth and development as well as that of
  their team members.
• Setting Key Result Areas (KRAs) for Team leaders and customer care
  representatives and monitoring the team performance to ensure that the set
  performance standards and Service Level Agreements are met or exceeded and
  are in line with the company’s operational policies and procedures.
• Identifying, recommending and implementing various programs and
  motivational strategies to create staff engagement and eventually proper
  customer satisfaction
• Responsible for interpreting or initiating request for desired call
  centre management reports for various stakeholders and clients and making
  recommendations for improvement strategies
• Responsible for ensuring new programs, products and services are
  launched within the quality guidelines and expectations of the client
• Monitoring real time work flow and provide guidance and floor
  support to Team leaders
• Ensuring all relevant communications, records and data are updated
  and recorded
• Review all concerns or issues escalated from customer care
  representatives during assigned shifts to meet any immediate needs and
  forward to designated stakeholders for follow up
• Assess workforce planning to ensure sufficient staffing. In liaison
  with Work Force Planner, ensure manpower schedule is planned and distributed
  to the call centre staff appropriately as per the call forecast and trend

• The ideal candidate for the M-KOPA Solar Deputy Operations Manager
  job must hold a Degree from a related field from a recognized Institution
• Three years of experience in leading teams preferably in a call
  centre environment.
• Excellent open and proactive written and oral communication skills
• Leading with Emotional Intelligence
• Great Influencer
• Effective communicator
• Ability to drive and manage change
• Ability to work efficiently in a high demand, team oriented, and
  fast paced environment.
• Solid problem-solving skills
• Knowledge of Microsoft applications to include Project, Excel, Word
  and Power point
• Proven analytical skills
• Knowledge of business process development and improvement

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