Call Center Manager
Other Arusha District Arusha
Description
The Call Center Manager is expected to:
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- Implement the Service Strategy through the management of efficient Call Centre operations, building and maintaining skilled resources in the provision of customer services and telesales
- Monitor the timeous and efficient provision of customer services for inbound service response and telesales
- Identify critical patterns and trends and recommend appropriate actions in consultation with the Head: Operations.
- Review and approve the monthly roster
- Oversee the identification and provision of training and coaching interventions to maximize customer service
- Monitor customer satisfaction score and devise interventions to improve ratings
- Attend to escalated matters of a technical nature and liaise with the IT Department to resolve system performance
- Participate in weekly and monthly Call Centre team meetings to monitor the services provided and identify and resolve operational problems
- Perform analysis to mine data to understand customer behavior, geographical differences, etc. to improve on service offerings
- Identify and assess risks to the business and formulate risk mitigating strategies for servicing management
- Keep abreast of best practice for Call Centre Management and customer servicing
- Develop the annual budget for the Call Centre based on operational and financial targetsfor the Services Department
- Monitor the operating budget to ensure expenditure is aligned to budget allocations
- Address budget variances with the Head: Services to clarify over or under-spend
- Authorize expenses as per delegation of authority
- Participate in the recruitment of subordinates in collaboration with management and the Human Resources Department
- Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance
- Manage the development of staff and identify training interventions in support of career development
- Input into the development of succession plans for the department in consultation with management
- Coach and mentor team members to foster personal growth and teamwork
- Approve leave, leave, subsistence and travel expenses as per delegation of authority
- Provide updates to the Human Resource Department on any location changes of team members
- File documentation to ensure availability and ease of retrieval at all time
- Participate in weekly and monthly Operations team meetings
- Communicate daily with the Head: Operations to provide the necessary updates on Call Center operations
- Develop and maintain relationships with the Call Center team to ensure business continuity and smooth running of operations
- Support the collaboration across functions to understand and resolve problems on the ground
- Engages customers via multiple channels to obtain feedback on how needs are being met
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The successful candidate will most likely have the following qualifications, experience, and skills:
- Relevant post-graduate qualification
- Professional qualifications in Customer Service would be advantageous
- 6+ years’ experience in call center management Managerial and Technical Competencies:
- Knowledge of Call Center operations and systems
- Understanding of the local business environment
- Knowledge of the relevant legislation pertaining to the country
- Knowledge of basic financial principles
- Management skills
- Analytical skills
- Relationship management skills
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Generic Competencies:
- Communication skills
- Problem-solving skills
- Networking skills
- Negotiating skills
- Interpersonal skills
- Planning & organizing skills
- Time management skills
- Independent
- Customer-focused
- Results-driven
- Ethical
- Team player
- Work under pressure
- Self-motivated
WORKING CONDITIONS OFFICE BOUND/ON-SITE/TRAVEL
- Based at the Call Centre, but will be required to travel to attend meetings
- Willing to work extended hours
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The deadline for submission for this position is 31st October 2019 at 1800 hours. Only shortlisted candidates will be contacted.
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