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Full-time
Customer Operations Lead-Uganda Job at AfriCareers
AfriCareers
Job Description
Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Uganda team.
In this role, you will lead and support a team of Customer Operations Associates to deliver on targets and an excellent customer experience. You will be responsible for optimizing day-to-day operations, managing team performance (targets), and making improvements to existing processes that result in faster and high quality service to our Customers.
An ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims.
Duties, Roles and Responsibilities
- Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes.
- Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team.
- Monitor daily performance and take real-time corrective action to maintain momentum and productivity.
- Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities.
- Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs.
- Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence.
- Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards.
- Prepare and present accurate and timely weekly and monthly performance reports.
- Resolve customer and team escalations promptly and professionally.
- Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience.
- Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements.
- Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms.
- Contribute to the development and refinement of customer scripts, service processes, and escalation protocols.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Find application details and links on the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Existing users: Log in and update your profile if needed
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Go to the "Jobs" tab
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Read the detailed job description, Roles and Qualifications.
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
Important Note: Some employers now hire directly on the AfriCareers New Jobs Portal — keep your profile updated so employers can easily view your CV and hire you instantly.

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