Call Centre Manager – Zanzibar
POSITION FUNCTION:
Call Centre Manager is responsible for ensuring smooth running and delivering of professional customer care at the centre and managing the supervisors teams.
PRIMARY RESPONSIBILITIES
• Creating positive working environment to enable agents to meet their targets and SLAs with other departments.
• Managing staff to ensure that performance requirements are met.
• Ensuring that all administrative procedures are correct.
• Assisting/supporting staff to deliver world class customer care/total one-stop solution to customers (that is, Products & Services Knowledge, Packages, Roaming Services, Technical Solution, etc).
• Supporting team in coordinating customer’s affairs with other departments (that is, Data Centre, Sales, & Post Paid etc).
• Assisting agents to provide excellent customer service through prompt response and timely complaint resolution.
• Predicting and scheduling staff according to operational needs.
• Suggesting and implementing company strategies which are relevant to the center.
• Managing staff well-being - managing disciplinary issues according to Zantel standards and the Tanzanian labor laws.
• Supporting staff in educating and selling of Zantel products and services in order to meet targets.
• Seeking ways, reporting and suggesting ways to improve in order to strengthen customer relationship and increase loyalty.
• Measuring and providing performance input to Agent’s KPA. Ensuring that staff reward and recognition plans are in place for the centre.
• Creating and ensuring implementation of personal development plans.
• Conducting bi-monthly and monthly team meetings.
• Coaching agents on organizational standards and providing position training as required.
• Monitoring and ensuring existence of supportive working environment to promote high job satisfaction and morale.
• Managing departmental resources through effective recruiting, delegation
QUALIFICATIONS /SKILLS SET AND EXPERIENCE
• A minimum of Degree in Business Administration
• Leadership, people handling, and conflict resolution skills
• Problem solving, analytical, planning and organizational skills
• Excellent communication, presentation and interpersonal skills
• Knowledge of local customs, traditions, interests and behavioural patterns
• Knowledge of company policies and procedures
• Proven customer service skills
APPLY
Monday 10 March 2014
Successful candidates will be competitively rewarded.
Zantel is an equal opportunity employer.
POSITION FUNCTION:
Call Centre Manager is responsible for ensuring smooth running and delivering of professional customer care at the centre and managing the supervisors teams.
PRIMARY RESPONSIBILITIES
• Creating positive working environment to enable agents to meet their targets and SLAs with other departments.
• Managing staff to ensure that performance requirements are met.
• Ensuring that all administrative procedures are correct.
• Assisting/supporting staff to deliver world class customer care/total one-stop solution to customers (that is, Products & Services Knowledge, Packages, Roaming Services, Technical Solution, etc).
• Supporting team in coordinating customer’s affairs with other departments (that is, Data Centre, Sales, & Post Paid etc).
• Assisting agents to provide excellent customer service through prompt response and timely complaint resolution.
• Predicting and scheduling staff according to operational needs.
• Suggesting and implementing company strategies which are relevant to the center.
• Managing staff well-being - managing disciplinary issues according to Zantel standards and the Tanzanian labor laws.
• Supporting staff in educating and selling of Zantel products and services in order to meet targets.
• Seeking ways, reporting and suggesting ways to improve in order to strengthen customer relationship and increase loyalty.
• Measuring and providing performance input to Agent’s KPA. Ensuring that staff reward and recognition plans are in place for the centre.
• Creating and ensuring implementation of personal development plans.
• Conducting bi-monthly and monthly team meetings.
• Coaching agents on organizational standards and providing position training as required.
• Monitoring and ensuring existence of supportive working environment to promote high job satisfaction and morale.
• Managing departmental resources through effective recruiting, delegation
QUALIFICATIONS /SKILLS SET AND EXPERIENCE
• A minimum of Degree in Business Administration
• Leadership, people handling, and conflict resolution skills
• Problem solving, analytical, planning and organizational skills
• Excellent communication, presentation and interpersonal skills
• Knowledge of local customs, traditions, interests and behavioural patterns
• Knowledge of company policies and procedures
• Proven customer service skills
APPLY
Monday 10 March 2014
Successful candidates will be competitively rewarded.
Zantel is an equal opportunity employer.
ZANTEL JOBS MARCH 2014
![ZANTEL JOBS MARCH 2014]()
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