The Ugandan Jobline

• Facilitate direct sales by instructing team members to inform
  existing customers about new products in and encouraging them to make
  sales.
• Follow up customer complaints and inquire about their user
  experience of products purchased, through various customer surveys and
  campaigns.
• Interact closely with other team members in the course of work to
  ensure that everyone is carried along and updated on work progress in
  order to achieve maximum results
• Ensure that customers are treated cordially and are held in high
  esteem in order to make them patronize the company continuously
• Create good relationship with team members and motivate them to put
  in their best to work in order to achieve maximum results
• Evaluate sales records periodically to make balances and ensure that
  sales figures tally are attained as per monthly target.
• Coach team members on best sales skills and customer care approaches
  by transferring expert knowledge to them to boost their skills
• Verifies telesales results by measuring skills in use of scripts,
  product knowledge, sales and service ability, greeting, diction,
  listening, etiquette, objection handling, efficiency, and courteous close
  of call.
• Provides feedback to telesales agents by monitoring calls;
  monitoring feedback for external vendor programs; conducting monthly help
  sessions.
• Evaluates telemarketing/telesales approaches by rating effectiveness
  of agents; providing quality ratings; identifying training needs;
  developing training programs; conducting training.
• Directs quality initiatives by requiring adherence to quality
  assurance policies and procedures; developing new models; implementing
  changes.
• Maintains professional and technical knowledge by attending
  educational workshops; reviewing professional publications; establishing
  personal networks; benchmarking state-of-the-art practices; participating
  in professional societies.
• Contributes to team effort by accomplishing related results as
  needed.
• To use quality monitoring data management system for compiling and
  tracking performances at team and individual levels.
• To coordinate and facilitate call calibration sessions for the
  organization staffs.
• To provide feedbacks to the team members.
• To prepare and analyze internal and external quality reports and
  managing performance management reviews.

• The ideal candidate must hold a Bachelor’s degree in any
  relevant discipline from a recognized university.
• Two years of working experience in call Centre management.
• Should have excellent oral, written and interpersonal communication
  skills.
• Exceptional listening, analytical skills and report writing skills.
• Should have intermediate knowledge/expertise with PC hardware and
  software (Word, Excel and PowerPoint).
• Should have strong knowledge of customer care/sales management
  processes and techniques.
• Should have demonstrated ability to work well in a team environment.
• Should be dedicated  and
  flexible to provide exceptional service to the company
• Language proficiency (Multi-Lingual).English and Luganda a must, any
  other additional languages is an added advantage.
• Ability to work under pressure.
• Ability to make good sales decision
• Ability to work in a busy and goal-oriented sales- driven
  environment.
• Positive attitude towards the job and the environmental need.
• Exhibit good marketing skills to make high sales
• Excellent presentation skills to convince customers about new
  products
• Good motivational skills to bring out the best in team member

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