Customer Care Team Lead (Inbound)

Care Team Lead (Inbound)Vacancy at Mogo Credit Tanzania Customer Care Team Lead (Inbound)Full-timeDar es SalaamTanzania Customer Care Team Lead (Inbound) Full-timeDar es SalaamTanzania Full-time Dar es Salaam Tanzania DescriptionSupervise daily 24/7 emergency operations and ensure adequate shift coverage.Manage attendance, leave, schedules, and shift handovers.Monitor abandoned calls, ensure call backs are doneEnsure accurate capture of incident information.Ensure stolen vehicles are promptly escalated for tracing and recovery.Monitor active cases and coordinate with authorized tracing and recovery stakeholdersLead, coach, mentor, and motivate Call Centre Agents.Monitor performance against agreed KPIs and implement corrective actions.Identify training and development needs.Act as the first escalation point for complex or critical incidents.Investigate recurring issues, complaints, and response delays and recommend corrective actions.Ensure proper follow-up and handover of active cases across shifts.Prepare daily, weekly, and monthly operational reports.Ensure Call Centre and vehicle-tracking systems are used effectively and system issues are promptly escalated.RequirementsBachelor’s Degree in Business Administration, Public administration or a related field.Minimum of3years’ experiencein a Call Centre, Emergency Response Centre, Security Operations Centre, Fleet Management, or Customer Service environment.At least1-2 years in a supervisory or team leadership role.Experience managing24/7 shift operationsand staff scheduling.Strong knowledge of incident management, escalation procedures, and customer service best practices.Experience in vehicle tracking/GPS monitoring systems will be an added advantage.Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and reporting tools.Strong analytical and problem-solving skills.Excellent communication, coaching, and people management skills.Ability to work under pressure and make sound decisions during emergencies.Strong attention to detail and ability to manage multiple priorities simultaneously.Knowledge of KPI management, performance monitoring, and continuous improvement practices.Excellent report-writing and presentation skills.How to Apply: Description Supervise daily 24/7 emergency operations and ensure adequate shift coverage.Manage attendance, leave, schedules, and shift handovers.Monitor abandoned calls, ensure call backs are doneEnsure accurate capture of incident information.Ensure stolen vehicles are promptly escalated for tracing and recovery.Monitor active cases and coordinate with authorized tracing and recovery stakeholdersLead, coach, mentor, and motivate Call Centre Agents.Monitor performance against agreed KPIs and implement corrective actions.Identify training and development needs.Act as the first escalation point for complex or critical incidents.Investigate recurring issues, complaints, and response delays and recommend corrective actions.Ensure proper follow-up and handover of active cases across shifts.Prepare daily, weekly, and monthly operational reports.Ensure Call Centre and vehicle-tracking systems are used effectively and system issues are promptly escalated. Supervise daily 24/7 emergency operations and ensure adequate shift coverage. Manage attendance, leave, schedules, and shift handovers. Monitor abandoned calls, ensure call backs are done Ensure accurate capture of incident information. Ensure stolen vehicles are promptly escalated for tracing and recovery. Monitor active cases and coordinate with authorized tracing and recovery stakeholders Lead, coach, mentor, and motivate Call Centre Agents. Monitor performance against agreed KPIs and implement corrective actions. Identify training and development needs. Act as the first escalation point for complex or critical incidents. Investigate recurring issues, complaints, and response delays and recommend corrective actions. Ensure proper follow-up and handover of active cases across shifts. Prepare daily, weekly, and monthly operational reports. Ensure Call Centre and vehicle-tracking systems are used effectively and system issues are promptly escalated. Requirements Bachelor’s Degree in Business Administration, Public administration or a related field.Minimum of3years’ experiencein a Call Centre, Emergency Response Centre, Security Operations Centre, Fleet Management, or Customer Service environment.At least1-2 years in a supervisory or team leadership role.Experience managing24/7 shift operationsand staff scheduling.Strong knowledge of incident management, escalation procedures, and customer service best practices.Experience in vehicle tracking/GPS monitoring systems will be an added advantage.Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and reporting tools.Strong analytical and problem-solving skills.Excellent communication, coaching, and people management skills.Ability to work under pressure and make sound decisions during emergencies.Strong attention to detail and ability to manage multiple priorities simultaneously.Knowledge of KPI management, performance monitoring, and continuous improvement practices.Excellent report-writing and presentation skills. Bachelor’s Degree in Business Administration, Public administration or a related field. Minimum of3years’ experiencein a Call Centre, Emergency Response Centre, Security Operations Centre, Fleet Management, or Customer Service environment. At least1-2 years in a supervisory or team leadership role. Experience managing24/7 shift operationsand staff scheduling. Strong knowledge of incident management, escalation procedures, and customer service best practices. Experience in vehicle tracking/GPS monitoring systems will be an added advantage. Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and reporting tools. Strong analytical and problem-solving skills. Excellent communication, coaching, and people management skills. Ability to work under pressure and make sound decisions during emergencies. Strong attention to detail and ability to manage multiple priorities simultaneously. Knowledge of KPI management, performance monitoring, and continuous improvement practices. Excellent report-writing and presentation skills. How to Apply: Note:The provided vacancy does not state an application deadline. TAP / CLICK/TAP HERE TO APPLY: