Uganda Electricity Distribution Company Limited (UEDCL) is seeking 5 Shift Team Leaders to oversee real-time Contact Centre operations at shift level. The role focuses on ensuring agent productivity, quality customer engagement, and accurate complaint management while maintaining operational efficiency.
Sponsored
Sponsored
Other
Shift Team Leader – Contact Centre
Employer / Company
Uganda Electricity Distribution Company Limited
Archived job advert. This original notice is retained for reference. Applications through this advert are closed.Browse current jobs.
Description (Public)
Duties, Roles and Responsibilities
Key Duties and Responsibilities:
- Supervise real-time Contact Centre operations to ensure agents are active, productive, and delivering quality customer interactions.
- Monitor and coach agents to improve performance, adherence, and service standards.
- Ensure accurate logging and tracking of customer complaints in all systems.
- Escalate customer issues to relevant teams (e.g., Work Management Centre) and follow through to timely resolution.
- Coordinate smooth shift handovers to maintain service continuity.
- Monitor queues and workloads to ensure efficient call handling and minimal wait times.
- Provide shift updates and highlight operational issues for action.
- Ensure compliance with company policies, procedures, and safety standards.
Qualifications, Education and Competencies
Person Specifications / Qualifications:
- Bachelor’s degree in a business-related field.
- Minimum of 3 years’ experience in a contact center environment, with exposure to real-time operations and team supervision.
- Strong understanding of call handling, complaint management, and escalation processes.
- Proven ability to monitor performance and drive agent productivity in a live environment.
- Excellent communication and interpersonal skills, with the ability to influence and guide teams.
- High attention to detail, particularly in maintaining accurate customer records.
- Ability to multitask and perform effectively in a fast-paced, shift-based environment.
- Customer-focused, with strong problem-solving skills and ability to manage escalations.
- Proactive, results-driven, and highly accountable, with strong coordination skills across teams.
Application status
This is an archived notice. Applications through this advert are closed.
Get DAILY Job Updates
AfriCareers WhatsApp Channel
Follow Channel
Get DAILY Job Updates
AfriCareers Telegram Channel
Follow Channel