Call Center Manager
Other Arusha District Arusha
Description
The Call Center Manager is expected to:
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
QUALIFICATIONS AND REQUIREMENTS
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
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
MODE OF APPLICATION / DEADLINE
The deadline for submission for this position is 31st October 2019 at 1800 hours. Only shortlisted candidates will be contacted.
Reviewed by kidebwaymnyama media
on
October 21, 2019
Rating:
No comments: