Customer Experience Team Lead
AI summary
The Customer Experience Team Lead oversees customer service operations across voice channels, optimizing team performance and enhancing customer satisfaction. Requires a diploma and 3 years of experience. Full-time role based in Kampala, Uganda.
- Lead and motivate customer service team to achieve performance targets.
- Implement quality assurance programs for consistent interactions.
- Serve as escalation point for complex customer issues.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, part_time, Customer ServiceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Experience Team Lead evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to BrighterMonday Uganda and the role in Not specified.
- Add concrete examples related to call_center, part_time, Customer Service, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from BrighterMonday Uganda; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- BrighterMonday Uganda
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Experience Team Lead role in call_center, part_time?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research BrighterMonday Uganda before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
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Experience
Location: Uganda Job descriptions &
Team Lead Betika Uganda Customer Service & Support 1 week ago Easy apply New Popular Kampala Full Time Entertainment, Events & Sport Confidential Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary The Customer
Team Lead oversees customer service operations across voice channels, ensuring seamless, high-quality interactions. Their key
Level: Mid level
Length: 3 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant
Team Lead oversees and manages customer service operations across voice channels, ensuring seamless and high-quality interactions. Their key
across all communication channels. Key
Executives to achieve performance targets and deliver exceptional service. 2. Implement and maintain quality assurance programs to ensure consistent and high- quality customer interactions. 3. Manage daily operations to optimize workflow, ensuring efficient handling of customer inquiries and concerns. 4. Ensure a seamless and consistent customer
across both voice and social media channels. 5. Generate and analyse reports on key performance indicators, presenting insights to management for strategic decision-making. 6. Foster open communication channels within the team and across departments, promoting a collaborative work environment. 7. Ensure that customer service agents adhere to company policies and standards in all interactions. 8. Ensure compliance with relevant regulations and guidelines in customer service operations. 9. Remain hands-on in day-to-day operations, including supporting calls, chats, and social media enquiries during peak periods, unexpected volume spikes, absences, or other operational needs. 10. Lead by example in handling complex customer cases and ensure service levels are maintained across all shifts. People and Performance Management: 1. Foster a positive team culture through mentorship, coaching, and calibration sessions. 2. Conduct regular QA reviews of calls, emails, and chats against defined scorecards; maintain accurate performance tracking for each Agent. 3. Address and resolve interpersonal conflicts within the team, promoting a harmonious work environment. 4. Monitor and enforce adherence to attendance and punctuality standards, addressing any issues promptly. Issue Escalation and Resolution: 1. Serve as the escalation point for complex or high-priority customer issues, guiding team members & issue resolution for possible cases. 2. Provide guidance and support to customer service agents in resolving escalated issues, ensuring adherence to company policies. 3. Collaborate with other departments to address root causes and ensure comprehensive issue resolution. 4. Monitor and manage resolution times, ensuring timely responses to customer issues and minimizing delays. Coaching: 1. Identify individual training needs and facilitate coaching sessions to enhance the skills of team members. 2. Regularly monitor and assess the performance of customer service agents to track progress against goals.
1. Diploma or Undergraduate Degree from a recognized University or Institution. 2. 3–5 years of
in a Customer
or Customer Service environment, preferably within fintech, digital services, subscription-based businesses, e-commerce, gaming, telecommunications, or another fast-paced industry. 3. Demonstrated
supervising and managing Customer Service or Call Centre agents is required. 4.
managing performance, service quality, escalations, shift coverage, and customer service KPIs is highly desirable. Functional Competencies: 1. Fluency in both English and Luganda. 2. Strong leadership and coaching ability, with a calm, solutions-focused approach under pressure. 3. Strong problem-solving and conflict resolution skills, with the ability to manage challenging and escalated customer interactions professionally. 4. Sound judgement in escalation handling, able to assess risk, urgency, and appropriate resolution paths. 5. Solid understanding of the sports betting industry, products, and promotions. 6. Excellent time management and organizational skills. 7. Comfortable working with data (dashboards, formulas, trend tables) to track and improve team performance. 8. Active listening skills and keen attention to detail, particularly in QA scoring and reporting. 9. Ability to multitask, adapt to rotating shifts, and manage unplanned volume spikes. 10. Strong interpersonal skills and collaborative team spirit. 11. Flexibility, resourcefulness, and a solution-oriented mindset. 12. Demonstrates patience, empathy, accountability, and integrity in all interactions. How to Apply: All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section Log In and Apply Important safety tips Do not make any payment without confirming with the BrighterMonday Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job Log in to apply now Continue with Google Continue with Linkedin Or continue with Forgot Password? Keep me logged in Log in Don't have an account? Sign Up to Apply Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Activate Notifications Stay productive - get the latest updates on Jobs & News Activate Deactivate Notifications Stop receiving the latest updates on Jobs & News Deactivate This action will pause all job alerts. Are you sure? Cancel Proceed Similar jobs Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago Lorem ipsum dolor sit amet consectetur adipiscing elit Lorem ipsum Lorem ipsum dolor (Location) Lorem ipsum Confidential 3 years ago View More Stay Updated Join our newsletter and get the latest job listings and career insights delivered straight to your inbox. v2.homepage.newsletter_signup.choose_type Jobseeker Employer Email address * We care about the protection of your data. Read our Notify Me We care about the protection of your data. Read our privacy policy .
Responsibilities
- include optimizing team performance, maintaining service consistency, and enhancing customer satisfaction and loyalty. Min Qualification: Diploma
- include optimizing team performance, maintaining service consistency, and enhancing customer satisfaction and loyalty. This role is crucial in upholding Betika's customer service standards and fostering a positive
- Operations Management: 1. Lead and motivate Customer
Requirements
Reports To: Operations Lead Who we are: Betika is one of the leading gaming companies with platforms and operations in 9 African countries, handling millions of monthly site visits. We are not just a Sports Betting brand; we are a lifestyle brand that believes in responsible gaming practices. Overall Purpose The Customer
Education
&