About Turaco

It is existentially urgent to figure out a way to insure people who are not insured. Turaco’s mission is to free people from the fear of financial shocks. Our 25-year goal is to insure a billion people, doubling the number of people insured in the world.

Turaco is a fast-growing financial services start-up in East Africa that is bringing a new model to health and risk financing for emerging customers. Turaco offers subscription-based insurance products for the mass market bundled with regular transactions that people are already doing. Turaco works through business partnerships to offer affordable insurance products that add real value to people’s lives. At Turaco we value simplicity, communication, and transparency and strive to transform the way insurance works. When it comes to claims, our goal is to pay out and fast.

Turaco embraces diversity and inclusion in the workplace - we’re building a team where our differences complement each other and make us stronger. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

Since launching in Feb 2019, Turaco has acquired 100,000+ end users. Over the next 24 months, that will grow to 1,000,000+ end users. We are growing very fast, and we need leaders who can grow with us.

To learn more, visit www.turaco.insure

About the role

Turaco is looking for a skilled Call Centre Manager (CCM) to work in our Kampala office. The CCM will report to the General Manager and will lead a growing call center team to enhance team performance, and improve service quality, and cost-effectiveness.

The CCM will establish and track team daily objectives, conduct effective resource planning to maximize the productivity of people and technology, and collect and analyze call center statistics. This is an exciting growth opportunity to be at the forefront of an innovative insure-tech company. We’re looking for someone who is results-oriented, organized, customer-centric, and comfortable in a fast-paced startup environment.

Key Responsibilities

  • Develop objectives for daily team activities.
  • Continuously hire, train, and coach the call center team to achieve quantitative and qualitative objectives
  • Conduct regular review of all call center associates' performance
  • Conduct effective resource planning to maximize productivity
  • Collect and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Assume responsibility for budgeting and tracking expenses
  • Ensure the team meets all sales and quality targets
  • Monitoring and improving calls for quality assurance
  • Prepare regular reporting on metrics for senior management
  • Create a welcoming and motivating environment for the call center team

Key Qualifications, Skills, and Abilities

  • Live Turaco’s values – care and protect our customers, do the right thing and have fun!
  • Two to four years of proven experience as a Call Centre Manager or similar position
  • Experience in customer service is required
  • Excellent organizational and leadership skills, with a problem-solving attitude
  • Solid understanding of reporting and budgeting procedures
  • Proficient with MS Office tools and call center software suites.
  • Excellent verbal, written, and interpersonal communication skills; Fluent in English.
  • Exceptionally detail-oriented with a high ability to juggle multiple tasks at once
  • Hardworking with demonstrable examples of a strong work ethic
  • A customer-oriented attitude

Total Compensation & Benefits

Turaco offers a competitive salary commensurate with experience. We combine salary with a mix of useful employment benefits like stock option plans and healthcare and a company culture that allows you to enjoy your work while making meaningful connections.