Position: Manager Call Centre
Location: Dar es Salaam
Deadline :Feb 25 2014
Descriptions:
CRDB Bank PLC is the largest bank in Tanzania in terms of Total Assets with a network of over 100 branches throughout Tanzania. Established on I st July 1996. It is owned by more than 11.000 shareholders and is one of the fastest growing banks in the country offering a wide range of microfinance, agent banking, retail, SME and corporate banking services. Additional information about the bank can be obtained from our website http://www.crdbbank.com CRDB Bank Plc is urgently looking for suitable persons to fill vacant positions that exist in the Department of Marketing Research & Customer Service at the Head Office.
Qualifications:
ACADEMIC QUALIFICATIONS
Degree/Advanced Diploma or its equivalent in Business Administration from a recognized Training Institution Possession of a Master's degree will be an added advantage.
EXPERIENCE
•
The candidate should have minimum 5 years' experience in a Call center of which at least 3 years must be as a Call center Supervisor /Manager
• Having experience of both Inbound and outbound call operations and at least managed a call center team size of 50 or above
• The call center may be of any industry telecom, insurance, banks, utilities etc Applications from call center experts from different industry will also be considered .
SUMMARY OF MAIN RESPONSIBILITIES - MANAGER CALL CENTRE
Driving the strategy for a full-fledged multilingual call center both inbound and outbound with the view of creating a virtual customer experience for the customers of the Bank
Prepare annual budget plan for the Centre to ensure that all activities and expenses are controlled within the agreed limits
Manage lead and motivate staff to achieve the set performance targets for the Centre within the specified time and ensure the operational level of excellence in maintained
Ability to initiate
launch and manage various call campaigns as per the requirement of the Business units Manage Service Level Agreement (SLA) with suppliers of key systems to the call center to ensure that quality services are offered as per expected level of performance and standards
Manage Customer Response Time with the respective business units on customer complaints queries to ensure that solutions are availed to customers in a timely manner as per Banks standard
Monitor and control optimal staffing levels and devise or create a conducive working environment at the centre that will foster quick delivery of solutions to customers' problems and service innovations to ensure there is smooth delivery of service to customers in line with the overall business strategies
To carry out any other related duties as may be assigned by the relevant Director.
Degree/Advanced Diploma or its equivalent in Business Administration from a recognized Training Institution Possession of a Master's degree will be an added advantage.
EXPERIENCE
•
The candidate should have minimum 5 years' experience in a Call center of which at least 3 years must be as a Call center Supervisor /Manager
• Having experience of both Inbound and outbound call operations and at least managed a call center team size of 50 or above
• The call center may be of any industry telecom, insurance, banks, utilities etc Applications from call center experts from different industry will also be considered .
SUMMARY OF MAIN RESPONSIBILITIES - MANAGER CALL CENTRE
Driving the strategy for a full-fledged multilingual call center both inbound and outbound with the view of creating a virtual customer experience for the customers of the Bank
Prepare annual budget plan for the Centre to ensure that all activities and expenses are controlled within the agreed limits
Manage lead and motivate staff to achieve the set performance targets for the Centre within the specified time and ensure the operational level of excellence in maintained
Ability to initiate
launch and manage various call campaigns as per the requirement of the Business units Manage Service Level Agreement (SLA) with suppliers of key systems to the call center to ensure that quality services are offered as per expected level of performance and standards
Manage Customer Response Time with the respective business units on customer complaints queries to ensure that solutions are availed to customers in a timely manner as per Banks standard
Monitor and control optimal staffing levels and devise or create a conducive working environment at the centre that will foster quick delivery of solutions to customers' problems and service innovations to ensure there is smooth delivery of service to customers in line with the overall business strategies
To carry out any other related duties as may be assigned by the relevant Director.
How to apply:
Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcript, certificates and with a detailed up to date CV with two work related referees addressed to the Director of Human Resources.
Only applicants shortlisted for interview will be notified. E-mailed & faxed applications will not be accepted.
Director of Human Resources
CRDB Bank Plc
P.O.Box 268
DAR ES SALAAM
IF YOU ARE QUALIFIED FOR THIS POSITION
PLEASE FOLLOW THE APPLICATION INSTRUCTIONS
Only applicants shortlisted for interview will be notified. E-mailed & faxed applications will not be accepted.
Director of Human Resources
CRDB Bank Plc
P.O.Box 268
DAR ES SALAAM
IF YOU ARE QUALIFIED FOR THIS POSITION
PLEASE FOLLOW THE APPLICATION INSTRUCTIONS
Manager Call Centre , CRDB Bank PLC
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