TANZANIA TELECOMMUNICATION COMPANY LIMITED
POST: MANAGER CUSTOMER CARE
Summary
The Incumbent will be responsible for Effective operation of TTCL’s Customer Care Centre(s), management of resources to ensure achievement and excellence in customer service, productivity and sales/revenue objectives.
Closing Date: Friday, February 06, 2015
Reports To:- Head of Customer Services
Duties
1. To develop and manage key performance indicators based on World Class Customer Care Centre standards, ensuring outstanding customer service and consistency with corporate objectives. This entails significant team work with the Manager – Call Center.
2. To manage the customer information in automated or manual databases in close collaboration with regional and corporate sales and support teams to maintain and increase customer satisfaction and support growth and retention strategies defined in the Strategic Business Plan.
3. To define projects when required and manages a cross functional TTCL team to deliver the objectives of the Customer focused projects.
4. To provide analysis on customer feedback and participates with Marketing/Product Development to identify customer needs and feedback on TTCL current services and potential future services.
5. To provide leadership and guidance to Regional teams to ensure consistent, best in class customer care. This interaction with Regional teams is required on a daily basis as well as specific project based leadership.
6. To develop and sustains a high level of expertise with Call Centre Manager as among staff who is acquiring, selecting, developing and motivating people. Implements plans and initiatives to promote employee morale, performance, skills acquisition, and career development.
7. To support and align processes and procedures to TTCL’s Terms of Service and/or strategic plans to ensure consistent application of procedures and guidelines to grow TTCL’s business and customer satisfaction.
8. To provide leadership to the section by at all times demonstrating the corporate values, taking accountability for the actions and results of self and others in the section, being a champion of positive change and continuously working to improve all aspects of the operations of the section and TTCL.
9. To provide input as required to TTCL’s corporate planning processes and developing sectional objectives and functional plans that support the achievement of TTCL’s corporate objectives and the TTCL Strategic Business Plan
10. To develop employees and ensuring the section has the skills and resources necessary to accomplish sectional objectives.
11. To coordinate performance management of employees including setting objectives, regular feedback on performance and coaching and mentoring to improve performance and maximize employee job satisfaction.
12. To develop the section budget within the framework of the corporate budget and monitoring and controlling sectional expenditures to meet the budget and maximize the effective use of TTCL’s financial resources
Qualifications
• University Degree/Advance Diploma in business Administration /Call Centre or equivalent education/experience
• Thorough knowledge and Experience in Call Centre operations gained by minimum 5 years managerial/supervisory role.
• Thorough knowledge of and considerable experience in customer care demonstrating strong customer focus and interpersonal skills.
• Working knowledge of marketing and sales practices, procedures and techniques is required.
• Ability to lead, supervise and coach a large number of people.
• Must practice and display a high level of commitment to the support and development of employees.
• Essential management skills for this position: - Leadership - decision making - Initiative - interpersonal skills - Adaptability - entrepreneurial - Organizational skills - tolerance for stress - Verbal and written communication skills
POST: MANAGER CUSTOMER CARE
Summary
The Incumbent will be responsible for Effective operation of TTCL’s Customer Care Centre(s), management of resources to ensure achievement and excellence in customer service, productivity and sales/revenue objectives.
Closing Date: Friday, February 06, 2015
Reports To:- Head of Customer Services
Duties
1. To develop and manage key performance indicators based on World Class Customer Care Centre standards, ensuring outstanding customer service and consistency with corporate objectives. This entails significant team work with the Manager – Call Center.
2. To manage the customer information in automated or manual databases in close collaboration with regional and corporate sales and support teams to maintain and increase customer satisfaction and support growth and retention strategies defined in the Strategic Business Plan.
3. To define projects when required and manages a cross functional TTCL team to deliver the objectives of the Customer focused projects.
4. To provide analysis on customer feedback and participates with Marketing/Product Development to identify customer needs and feedback on TTCL current services and potential future services.
5. To provide leadership and guidance to Regional teams to ensure consistent, best in class customer care. This interaction with Regional teams is required on a daily basis as well as specific project based leadership.
6. To develop and sustains a high level of expertise with Call Centre Manager as among staff who is acquiring, selecting, developing and motivating people. Implements plans and initiatives to promote employee morale, performance, skills acquisition, and career development.
7. To support and align processes and procedures to TTCL’s Terms of Service and/or strategic plans to ensure consistent application of procedures and guidelines to grow TTCL’s business and customer satisfaction.
8. To provide leadership to the section by at all times demonstrating the corporate values, taking accountability for the actions and results of self and others in the section, being a champion of positive change and continuously working to improve all aspects of the operations of the section and TTCL.
9. To provide input as required to TTCL’s corporate planning processes and developing sectional objectives and functional plans that support the achievement of TTCL’s corporate objectives and the TTCL Strategic Business Plan
10. To develop employees and ensuring the section has the skills and resources necessary to accomplish sectional objectives.
11. To coordinate performance management of employees including setting objectives, regular feedback on performance and coaching and mentoring to improve performance and maximize employee job satisfaction.
12. To develop the section budget within the framework of the corporate budget and monitoring and controlling sectional expenditures to meet the budget and maximize the effective use of TTCL’s financial resources
Qualifications
• University Degree/Advance Diploma in business Administration /Call Centre or equivalent education/experience
• Thorough knowledge and Experience in Call Centre operations gained by minimum 5 years managerial/supervisory role.
• Thorough knowledge of and considerable experience in customer care demonstrating strong customer focus and interpersonal skills.
• Working knowledge of marketing and sales practices, procedures and techniques is required.
• Ability to lead, supervise and coach a large number of people.
• Must practice and display a high level of commitment to the support and development of employees.
• Essential management skills for this position: - Leadership - decision making - Initiative - interpersonal skills - Adaptability - entrepreneurial - Organizational skills - tolerance for stress - Verbal and written communication skills
MANAGER CUSTOMER CARE
![MANAGER CUSTOMER CARE]()
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