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.
• 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.
