Summary
Date Posted: Friday, February 19, 2021 , Base Salary: Not Disclosed

JOB DETAILS:
A career opportunity in one Zambia’s leading Customer Service solution providers.
The organisation provides quality Contact Centre solutions to corporate, government and non-governmental organisations offering a variety of customer engagement services including Inbound customer queries, outbound tele-marketing promotional services and incident management services among others.
As Outbound Business Lead, you will report to the Operations Manager and you will manage all business and operational aspects of the Outbound contact centre service segment. You will be expected to ensure that Client Care Solutions delivers and exceeds all set Outbound performance KPI’s. You will also lead and manage a group of outbound team leaders. .

Key Responsibilities
• manage all outbound activity including product upselling, tele-sales/marketing, surveys and campaigns among others, exceeding minimum set performance standards by BPO structured performance contracts and Service Level Agreements
• coach and conduct staff skill development activities
• Hosting 1-2-1’s and team meetings
• manage end-to-end service quality through call monitoring, quality feedback sessions, etc
• deliver comprehensive daily, weekly and monthly outbound reports for management and partners
• closely monitor team performance and identify gaps for coaching and training
• keep up to date with any changes in client sentiments and perceptions affecting uptake of the BPO partner product offering
• deliver the allocated part of the operation within agreed budgets, service levels and business targets
• drive culture within the team that will promote excellent performance and ensure a motivated environment for Team Leaders

Key Requirements
• A diploma in business administration, Information Technology or equivalent qualification
• A Bachelor’s degree will be an added advantage
• 4+ years’ experience in outbound and/or back-office contact centre operations
• Outstanding interpersonal and communication skills for interacting with customers via phone and other digital channels
• Excellent leadership and communication skills
• Ability to maintain composure under stressful conditions
• Excellent reporting skills
• Must work with integrity in all interactions and strive for excellence in all aspects of the job

Essential Skill Sets and Competencies
The role requires an individual with a deep commitment to the opportunity in the long term. Other required knowledge, skills and competencies include:
• excellent communication skills, both written and verbal
• strong interpersonal skills to be able to deal with people at all levels
• analytical skills to interpret data and trends
• strong customer focus, guided by follow-up and follow-through and excellent telephone manner
• leadership skills and the ability to motivate and develop staff
• the ability to work well in teams
• confidence and good business sense
• the ability to set, meet and exceed targets
• a focused and self-motivated approach to work
• a flexible attitude and the ability to manage change

Seniority Level
Operations
Employment Type & Location
Permanent, Full-time
Lusaka, Zambia
Industry
• Customer Service
• Call Centre
• Business Process Outsourcing
Job Functions
• Team Coordination
• Customer Support

On Offer
A competitive financial package will be negotiated according to skills and experience. All applications will be handled discreetly and confidentially.

Work Hours: 8

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Job application procedure
To apply for the role, visit https://form.typeform.com/to/hkeLAW37 or visit www.clientcare.solutions/vacancies
Deadline for receiving applications is Friday 26th March 2021.

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