Website Mogo Credit Tanzania
Mogo Credit Tanzania
Customer Care Team Lead (Inbound) Job Vacancy at Mogo Credit Tanzania
Customer Care Team Lead (Inbound)
- Full-time
- Dar es Salaam
- Tanzania
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 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 of 3years’ experience in a Call Centre, Emergency Response Centre, Security Operations Centre, Fleet Management, or Customer Service environment.
- At least 1-2 years in a supervisory or team leadership role.
- Experience managing 24/7 shift operations and 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.
To apply for this job please visit talent.sage.hr.