Job Title: Team Leader – Contact Center
Organisation: Jubilee Health Insurance Company of Uganda Limited (JHICU)
Duty Station: Kampala, Uganda
Reports to: Bancassurance Manager
About Organisation:
Jubilee Health Insurance Company of Uganda Limited (JHICU) is the number 1 insurance provider in Uganda. We boost of over 80 years of service provision all over East Africa.
Job Summary: Jubilee Health Insurance Uganda is seeking a Team Leader – Contact Center for a 6-month contract. The role involves managing a team of customer service representatives to ensure high-quality service delivery, customer satisfaction, and operational efficiency. The position reports to the Manager – Marketing, Communications & Customer Experience.
Key Duties and Responsibilities:
Strategy & Process Improvement
- Develop and implement strategies to enhance customer experience and optimize contact center performance.
- Monitor KPis and identify trends to drive service excellence.
- Collaborate with Operations, IT, Sales, and Claims teams to align customer service initiatives with business goals.
- Drive digital transformation and automation to improve efficiency.
- Ensure compliance with regulatory and company policies.
Operations & Team Management
- Supervise, mentor, and coach contact center agents.
- Manage staffing schedules for optimal efficiency.
- Handle complex customer complaints and ensure timely resolution.
- Conduct regular training on products, processes, and service expectations.
- Track agent performance and provide feedback.
- Work closely with IT teams to optimize systems, telephony, and CRM platforms.
- Prepare reports on customer interactions and service gaps.
- Foster a positive work environment to enhance team morale and retention.
Qualifications, Skills and Experience:
- Bachelor’s degree in a medical-related field (e.g., Nursing, Clinical Medicine).
Experience
- Preferred: Background in medical fields, nursing, or medical insurance.
- Experience with Customer Relationship Management (CRM) systems is an advantage.
- Strong leadership, communication, and problem-solving skills.
- Ability to thrive in a fast-paced, customer-focused environment.
How to Apply:
How to Apply: Send applications to [email protected], quoting the Job Reference Number HRJHICU003.
Deadline: 4th March 2025
Note: Only shortlisted candidates will be contacted.
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