Shift Team Leader -Contact Centre (5)

Job Title:

Shift Team Leader (5positions)

Department:

Commercial & Operations Service-Customer Experience.

Reports To:

Contact Centre Supervisors

Duty Station:

Kampala, Lugogo

Job Type:

Full-Time

Job Purpose:

To oversee real-time Contact Centre operations at shift level, ensuring agent productivity, quality customer engagement, accurate complaint logging, and effective escalation and resolution—while maintaining operational efficiency and seamless shift coordination.

Impact:

Ensures efficient shift operations by maintaining high agent productivity, quality customer engagement, and accurate complaint management. Enhances service continuity and operational efficiency through effective supervision, seamless shift coordination, and timely escalation and resolution of customer issues.

Key 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

Experience, Skills & Competencies:

• Bachelor’s degree in a business-related field
• Minimum of 3 years’ experience in a contact centre 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