Customer Service Team Leader – Zambia job at BURN Manufacturing
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223 Days Ago
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Vacancy title:
Customer Service Team Leader – Zambia

[ Type: FULL TIME , Industry: Business Management and Administration , Category: Customer Service ]

Jobs at:

BURN Manufacturing

Deadline of this Job:
Tuesday, June 18 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Tuesday, June 04 2024, Base Salary: Not Disclosed

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Learn more about BURN Manufacturing
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JOB DETAILS:
About the role
BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.

Duties and Responsibilities
Performance Management & Tracking:
• Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
• Maintain the CTA Tracker.
• Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
• Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
• Fair and consistent application of performance management and disciplinary measures as necessary.
• Support the team in achieving daily, weekly, and monthly sales and debt collection targets.

Operational Management:
• Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
• Ensure adherence to the Workforce Plan.
• Keep up-to-date with business development and new product lines.
• Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
• Escalate any appropriate problems to management.
Team Leadership:
• Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
• Host daily pre/post-shift meetings.
• Attend all calibration sessions.
• Maintain training and development plans for all team members.
• Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.

Process Proficiency:
• Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
• Perform other responsibilities and miscellaneous duties as requested or assigned by management.
• The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
• To ensure daily Business KPIs are met without Fail.
• Address and Communicate all Issues that might Impact the above proactively.

BURN Ambassador
• Always maintain integrity and be a positive ambassador for BURN
• Strive for continuous improvement in the services that we offer our customers.
• Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience
• Excellent verbal communication and interpersonal skills
• Fluent in English
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8


Experience in Months:

Level of Education:

Job application procedure
• Qualified Female Candidates encouraged to Apply
• BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
• Intersted and qualfied ? click here to apply

All Jobs

QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Tuesday, June 18 2024
Duty Station: Lusaka
Posted: 04-06-2024
No of Jobs: 1
Start Publishing: 04-06-2024
Stop Publishing (Put date of 2030): 04-06-2066
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
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  • SELECT SUM(CASE WHEN `a`.`next_execution` <= :now THEN 1 ELSE 0 END) AS due_count,SUM(CASE WHEN `a`.`locked` IS NULL THEN 0 ELSE 1 END) AS locked_count FROM `icop0_scheduler_tasks` AS `a` WHERE `a`.`state` = 189μs1.68KBParams/administrator/components/com_scheduler/src/Model/TasksModel.php:466Copy
  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'164μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`313μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'75μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc213μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`359μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid145μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid109μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Customer-Service-Team-Leader-–-Zambia-job-at-BURN-Manufacturing-60942'76μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 159μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"405μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES808μs8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin78μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin84μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`108μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'71μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'150μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 608153μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?137μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?395μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy