We are seeking a Customer Care Team Lead (Inbound) to supervise MOGO Tanzania’s inbound customer care operations and ensure effective 24/7 shift coverage. The role involves leading call centre agents, monitoring operational performance, handling escalations and critical incidents, coordinating active cases, and ensuring high standards of customer service.
Responsibilities
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Supervise daily 24/7 inbound and emergency operations.
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Manage staff attendance, leave, schedules, shift coverage, and handovers.
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Monitor abandoned calls and ensure timely callbacks.
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Ensure incident information is captured accurately.
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Escalate stolen vehicle cases promptly for tracing and recovery.
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Monitor active cases and coordinate with authorized tracing and recovery stakeholders.
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Lead, coach, mentor, and motivate Call Centre Agents.
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Monitor individual and team performance against agreed KPIs.
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Identify training needs and implement appropriate performance improvements.
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Act as the first escalation point for complex and critical incidents.
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Investigate recurring issues, customer complaints, and response delays.
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Ensure proper follow-up and handover of active cases between shifts.
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Prepare daily, weekly, and monthly operational reports.
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Ensure effective use of call centre and vehicle-tracking systems and escalate technical issues when required.
Requirements
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Bachelor’s degree in Business Administration, Public Administration, or a related field.
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Minimum 3 years of experience in a Call Centre, Emergency Response Centre, Security Operations Centre, Fleet Management, or Customer Service environment.
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1–2 years of supervisory or team leadership experience.
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Experience managing 24/7 shift operations and staff scheduling.
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Knowledge of incident management, escalation procedures, and customer service practices.
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Experience with vehicle tracking or GPS monitoring systems is an advantage.
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Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint.
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Strong analytical, problem-solving, communication, and people-management abilities.
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Ability to make sound decisions under pressure.
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Strong report-writing and presentation skills.
