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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 Recruitment@jubileekenya.com, quoting the Job Reference Number HRJHICU003.

Deadline: 4th March 2025

Note: Only shortlisted candidates will be contacted.

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