Customer Operations Lead
✨ AI Summary
Turaco, a pioneering financial services startup in Africa, seeks a dedicated Customer Operations Lead to join our team in Kampala. Our mission is to provide insurance to those currently uninsured, aiming to double the global number of insured individuals. We focus on affordable, subscription-based insurance solutions that enhance daily lives while promoting transparency and simplicity in the insurance sector.
Role Overview
The Customer Operations Lead will oversee a team of Customer Operations Associates, driving performance and ensuring exceptional customer experiences. This role involves optimizing operations, managing team effectiveness, and improving processes to enhance service quality.
Main Responsibilities
- Lead and support a team of associates, establishing clear goals and accountability.
- Monitor performance and implement immediate corrective actions to maintain productivity.
- Ensure equitable workload distribution to promote team consistency.
- Conduct one-on-one coaching and performance reviews to foster development.
- Recruit and train new team members aligning with company values.
- Prepare and deliver weekly and monthly performance reports.
- Address customer and team escalations effectively.
- Collaborate with Quality & Training Supervisor to identify training needs.
- Oversee multiple communication channels to ensure timely customer interactions.
Requirements
- 4-5 years of experience, with at least 2 years in a supervisory role.
- Background in customer service or insurance is preferred.
- Proven ability to manage high-performing teams in fast-paced settings.
- Strong analytical skills to monitor performance metrics.
- Detail-oriented, proactive, and able to work under pressure.
