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Full-time
Call Centre Team Leader – KUZA Job at 4G Capital
4G Capital
Job Description
We are looking for a results-driven Call Centre Team Leader to lead, coach, and inspire our Call Centre team. This role is critical in driving revenue, improving quality, and ensuring an exceptional customer experience while maintaining high operational standards. If you’re a hands-on leader who thrives in fast-paced environments and knows how to get the best out of sales teams, this role is for you.
Duties, Roles and Responsibilities
- Drive overall call centre performance, efficiency, and optimisation
- Coach, mentor, and motivate Call Centre Agents to consistently achieve individual and team KPIs
- Ensure strict adherence to Call Centre SOPs and SLAs
- Conduct call monitoring, quality checks, and regular calibration sessions
- Identify performance gaps and recommend targeted training and support
- Monitor customer interactions and proactively resolve escalations
- Oversee fair portfolio distribution across agents
- Track attendance, leave schedules, and productivity metrics
- Maintain accurate attendance and leave records
- Ensure call centre equipment is well maintained and report any issues promptly
- Support agents with queries and escalate complex issues when required
Key Performance Indicators
- Disbursement targets (repeat loans)
- Active customer growth
- Customer retention rates
- Sales on-time collections (91% OTC)
- Overall collections (97%)
- Call volumes and quality assurance scores
- 95% team attendance
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Apply here: https://www.4g-capital.com/job-board
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