Call Center Manager

FINCA International - Lusaka, Lusaka

Job closed

Contract

Contract type
Contract
Application deadline
21/05/2019

Description

Position
Call Center Manager
Industry
Vacancies
1
Description
Call Center Manager Duties and Responsibilities-Ensuring that proper call procedure are followed -Ensuring that confidentiality of customer information is maintained -Implementation of new working procedures in the operation process -Addressing the executives and teal leaders about changes in a certain process -Checking that calls quality is maintained -Making arrangements for training of new joiners and refresher trainings to existing staff -Coaching, motivating and retaining staff and coordinating reward and incentive schemes; -Analyzing performance statistics and making decisions on the basis of these statistics improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products -Attending to the issues of the staff and trying to find a solution -Reviewing the performance of staff, identifying training needs and planning training sessions; -Handling the most complex customer complaints or enquiries
CompetenciesSkills
The skills and specifications that a call centre manager must have are as follows:
  • Problem solving skills
  • Should be motivating in nature
  • Excellent telephonic skills
  • Must have training skills
  • Good knowledge about customer satisfaction
  • Impressive communication and interpersonal skills.
Education and / Experience:
  • A degree in management studies or consumer studies is also compulsory.
  • Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities for three years
Language Skills
  • English and Zambian local languages
Computer Skills
  • Strong in Microsoft Power point
  • Strong in Microsoft Excel spread sheet
  • Strong in Microsoft word

Requirements

Min education
University attendance
Required experience
3 Years
Nationality
Not defined
Languages
Not defined
Skills
Not defined
Prerequisites

.

Company

Employer name

FINCA International

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