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Team Leader - Contact Center
Jubilee Health Insurance Uganda
Posted 4 months agoKampala, Uganda
Location
Kampala, Uganda
Job Type
Full-time
Experience
Mid-Level
Deadline
March 31, 2026
Category
Customer Service
Job Description
Jubilee
Health
Insurance
Company of
Uganda is a wholly owned subsidiary of
Jubilee
Holdings
Ltd, a multinational insurance holding company headquartered in
Kenya with subsidiaries across
East
Africa.
The
Team
Leader – Contact
Center will be responsible for managing a team of customer service representatives, ensuring high quality service delivery, and optimising customer interactions.
The role requires strong leadership, problem-solving skills, and a customer-centric approach to enhance client satisfaction and operational efficiency.
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Requirements
- First Degree in a business-related field or equivalent
- Experience in customer service, people management, or customer experience roles
- Background in the insurance field is preferred
- Experience with Customer Relationship Management (CRM) systems is an added advantage
- Strong analytical skills to interpret data and drive improvements
- Strong verbal and written communication skills
- Strong leadership and people management capabilities with the ability to motivate and develop teams
- Proficiency in customer relationship management systems, CRM platforms, and reporting tools
- Ability to work in a fast-paced, customer-oriented environment with sound prioritization
Responsibilities
- Develop and implement strategies to enhance customer experience and optimize contact center performance
- Monitor and analyze key performance indicators (KPIs) to drive continuous improvement and service excellence
- Identify trends in customer queries and complaints, providing data-driven recommendations for service enhancements
- Collaborate with internal teams including Sales, Operations, IT, and Compliance to align strategies for service excellence
- Contribute to the development and implementation of contact center policies, standard operating procedures (SOPs), and best practices
- Drive digital transformation initiatives within the contact center, including automation and self-service solutions to improve efficiency
- Ensure compliance with regulatory and company policies while maintaining high ethical standards in customer interactions
- Supervise, mentor, and coach contact center agents to ensure consistent delivery of high-quality customer service
- Manage workforce planning, scheduling, and shift distribution to maintain optimal staffing levels and efficiency
- Handle complex or escalated customer complaints professionally and document resolutions
- Conduct regular training and refresher programs to enhance agent skills and knowledge on products, processes, and policies
- Ensure adherence to Service Level Agreements (SLAs) and company policies to maintain operational consistency
- Work closely with the IT team to ensure contact center systems, databases, and CRM platforms are consistently updated
- Prepare detailed reports on customer interactions, agent performance, service gaps, and areas for improvement
- Foster a positive and engaging work environment to drive morale, team collaboration, and staff retention
Benefits
- Competitive salary package
- Opportunity to work with a leading pan-African insurance company
- Professional development and training
- Dynamic and inclusive work environment in Kampala
How to Apply
Apply by emailing [email protected] quoting Job Reference Number HRJHICU003 and position title by 31st March 2026.
