Customer Care Team Lead ( Inbound)

Qualifications and Requirements

1. At least 2 years of experience as a Customer Care Agent.
   
2. Degree or Diploma in Public Relations or a Business-related field.
   
3. Fluency in both English and Swahili.
   
4. Excellent communication and collaboration skills.
   
5. High level of loyalty, professionalism, and integrity
   

Team Management

• Supervise, mentor, and support a team of inbound Customer Care Agents.
  
• Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.
  
• Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.
  

Performance Monitoring

• Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, lead generation, CAT coding, and loan issuances).
  
• Provide regular feedback and conduct performance reviews for team members.
  
• Develop performance improvement plans for underperforming staff and recognize high achievers.
  

Customer Experience Enhancement

• Monitor and assess customer calls to ensure adherence to quality standards and company policies.
  
• Ensure timely and proper resolution of customer issues.
  
• Identify trends in customer concerns and recommend process improvements to enhance satisfaction.
  

Training & Development

• Train new team members and provide ongoing coaching to enhance skills and product knowledge.
  
• Keep the team informed of company updates and process changes to maintain effective information flow.
  

Operational Efficiency

• Develop and implement strategies to improve efficiency and reduce customer wait times.
  
• Monitor and manage workflows, ensuring all customer interactions are handled promptly and effectively.
  
• Utilize ERP and Redash systems to track team activities and generate data-driven insights for decision-making.
  

Reporting

• Prepare daily, weekly, and monthly reports on team performance and customer feedback.
  
• Provide insights and actionable recommendations to management based on analysis of operational data.