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Call Centre Manager job at BURN
Burn
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Call Centre Manager
2025-04-16T10:28:21+00:00
BURN
https://www.greatzambiajobs.com/jsjobsdata/data/employer/comp_4693/logo/R.J.%20Burnside%20International%20Limited.png
FULL_TIME
 
Lusaka
Lusaka
10101
Zambia
Manufacturing
Customer Service
ZMW
 
MONTH
2025-04-30T17:00:00+00:00
 
Zambia
8

About the role
The Call Center Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Center services to a world-class standard.
This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.

Duties and Responsibilities

  • Customer Journey Management: Take full responsibility for the tail-end of BURN’s customer journey, from the initial purchase through to repurchase and cross-purchase.
  • Team Leadership:  Lead and inspire a team of agents by hosting daily pre/post-shift meetings, attending calibration sessions, maintaining training and development plans, and providing motivation and coaching to enhance both individual and collective performance for exceptional customer satisfaction.
  • Training & Resource Management: Serve as the lead and trainer for Team Leads and agents to provide the highest standards in Customer Service.
  • Performance Tracking & Improvement: Manage systems for tracking, reporting, and improving KPIs, including verification rates, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), First Response Time (FRT), and Average Handle Time (AHT).
  • Operations Management:  Manage day-to-day activities, prioritize tasks, assess risks to meet SLAs, ensure adherence to the Workforce Plan, stay updated on business developments, support the Operations Manager in identifying risks and improvements, drive positive change and efficiencies, deliver operational targets within budget, and escalate issues as required.
  • Cross-Department Coordination: Work with Operations and Commercial teams to strategically deploy service centers based on customer feedback, ensuring they are in key areas.  Serve as the link between Call center  and other departments, ensuring mutual understanding and collaboration.
  • Data Management: Ensure customer data is accurately verified, protected, updated, and maintained within BURN’s database via CRM systems and other tools.
  • Service Improvement & Expansion: Manage and continuously improve and expand BURN’s call center service portfolio and channels across the country
  • Data Quality Coordination: Collaborate with the Carbon department to conduct required data quality audits (QA/QC) post-distribution, ensuring compliance with Carbon standards during project implementation from distribution to issuance.
  • New Market Development: Develop procedures and criteria for establishing customer care solutions (systems, processes, people, centres) in the market. Consider factors such as the market’s age from the first distribution date, historical and projected sales volumes, and M&E data on product failures.
  • Systems & Procedures Development: Design and implement systems, procedures, and attitudes to elevate BURN’s after-sales service to a world-class level.

Skills and Experience

  • Degree in Business Management, Customer Care Management, Marketing, or similar.
  • 3-5 years of experience in Call Center Operations, handling a team of at least 15 people.
  • Previous experience in leading a Call  Center
  • Experience or training in data analysis and visualization.
  • A proven doer and problem solver.
  • Language English speaking is a MUST
Customer Journey Management: Take full responsibility for the tail-end of BURN’s customer journey, from the initial purchase through to repurchase and cross-purchase. Team Leadership: Lead and inspire a team of agents by hosting daily pre/post-shift meetings, attending calibration sessions, maintaining training and development plans, and providing motivation and coaching to enhance both individual and collective performance for exceptional customer satisfaction. Training & Resource Management: Serve as the lead and trainer for Team Leads and agents to provide the highest standards in Customer Service. Performance Tracking & Improvement: Manage systems for tracking, reporting, and improving KPIs, including verification rates, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), First Response Time (FRT), and Average Handle Time (AHT). Operations Management: Manage day-to-day activities, prioritize tasks, assess risks to meet SLAs, ensure adherence to the Workforce Plan, stay updated on business developments, support the Operations Manager in identifying risks and improvements, drive positive change and efficiencies, deliver operational targets within budget, and escalate issues as required. Cross-Department Coordination: Work with Operations and Commercial teams to strategically deploy service centers based on customer feedback, ensuring they are in key areas. Serve as the link between Call center and other departments, ensuring mutual understanding and collaboration. Data Management: Ensure customer data is accurately verified, protected, updated, and maintained within BURN’s database via CRM systems and other tools. Service Improvement & Expansion: Manage and continuously improve and expand BURN’s call center service portfolio and channels across the country Data Quality Coordination: Collaborate with the Carbon department to conduct required data quality audits (QA/QC) post-distribution, ensuring compliance with Carbon standards during project implementation from distribution to issuance. New Market Development: Develop procedures and criteria for establishing customer care solutions (systems, processes, people, centres) in the market. Consider factors such as the market’s age from the first distribution date, historical and projected sales volumes, and M&E data on product failures. Systems & Procedures Development: Design and implement systems, procedures, and attitudes to elevate BURN’s after-sales service to a world-class level.
Degree in Business Management, Customer Care Management, Marketing, or similar. 3-5 years of experience in Call Center Operations, handling a team of at least 15 people. Previous experience in leading a Call Center Experience or training in data analysis and visualization. A proven doer and problem solver. Language English speaking is a MUST
Degree in Business Management, Customer Care Management, Marketing, or similar. 3-5 years of experience in Call Center Operations, handling a team of at least 15 people. Previous experience in leading a Call Center Experience or training in data analysis and visualization. A proven doer and problem solver. Language English speaking is a MUST
bachelor degree
36
JOB-67ff8645c3337

Vacancy title:
Call Centre Manager

[Type: FULL_TIME, Industry: Manufacturing, Category: Customer Service]

Jobs at:
BURN

Deadline of this Job:
Wednesday, April 30 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Wednesday, April 16 2025, Base Salary: Not Disclosed

Similar Jobs in Zambia
Learn more about BURN
BURN jobs in Zambia

JOB DETAILS:

About the role
The Call Center Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Center services to a world-class standard.
This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.

Duties and Responsibilities

  • Customer Journey Management: Take full responsibility for the tail-end of BURN’s customer journey, from the initial purchase through to repurchase and cross-purchase.
  • Team Leadership:  Lead and inspire a team of agents by hosting daily pre/post-shift meetings, attending calibration sessions, maintaining training and development plans, and providing motivation and coaching to enhance both individual and collective performance for exceptional customer satisfaction.
  • Training & Resource Management: Serve as the lead and trainer for Team Leads and agents to provide the highest standards in Customer Service.
  • Performance Tracking & Improvement: Manage systems for tracking, reporting, and improving KPIs, including verification rates, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), First Response Time (FRT), and Average Handle Time (AHT).
  • Operations Management:  Manage day-to-day activities, prioritize tasks, assess risks to meet SLAs, ensure adherence to the Workforce Plan, stay updated on business developments, support the Operations Manager in identifying risks and improvements, drive positive change and efficiencies, deliver operational targets within budget, and escalate issues as required.
  • Cross-Department Coordination: Work with Operations and Commercial teams to strategically deploy service centers based on customer feedback, ensuring they are in key areas.  Serve as the link between Call center  and other departments, ensuring mutual understanding and collaboration.
  • Data Management: Ensure customer data is accurately verified, protected, updated, and maintained within BURN’s database via CRM systems and other tools.
  • Service Improvement & Expansion: Manage and continuously improve and expand BURN’s call center service portfolio and channels across the country
  • Data Quality Coordination: Collaborate with the Carbon department to conduct required data quality audits (QA/QC) post-distribution, ensuring compliance with Carbon standards during project implementation from distribution to issuance.
  • New Market Development: Develop procedures and criteria for establishing customer care solutions (systems, processes, people, centres) in the market. Consider factors such as the market’s age from the first distribution date, historical and projected sales volumes, and M&E data on product failures.
  • Systems & Procedures Development: Design and implement systems, procedures, and attitudes to elevate BURN’s after-sales service to a world-class level.

Skills and Experience

  • Degree in Business Management, Customer Care Management, Marketing, or similar.
  • 3-5 years of experience in Call Center Operations, handling a team of at least 15 people.
  • Previous experience in leading a Call  Center
  • Experience or training in data analysis and visualization.
  • A proven doer and problem solver.
  • Language English speaking is a MUST

 

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

  • Qualified Female Candidates are 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).
  • To apply for this job please visit burnmanufacturing.applytojob.com.

 

All Jobs | QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Wednesday, April 30 2025
Duty Station: Lusaka | Lusaka | Zambia
Posted: 16-04-2025
No of Jobs: 1
Start Publishing: 16-04-2025
Stop Publishing (Put date of 2030): 16-04-2066
Apply Now

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  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'235μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT * FROM `icop0_js_job_fieldsordering` WHERE isvisitorpublished = 1 AND fieldfor = 14 ORDER BY ordering185μs4.27KB/components/com_jsjobs/models/customfields.php:59Copy
  • SELECT `id`,`name`,`rules`,`parent_id` FROM `icop0_assets` WHERE `name` IN (:preparedArray1,:preparedArray2,:preparedArray3,:preparedArray4,:preparedArray5,:preparedArray6,:preparedArray7,:preparedArray8,:preparedArray9,:preparedArray10,:preparedArray11,:preparedArray12,:preparedArray13,:preparedArray14,:preparedArray15,:preparedArray16,:preparedArray17,:preparedArray18,:preparedArray19,:preparedArray20,:preparedArray21,:preparedArray22,:preparedArray23,:preparedArray24,:preparedArray25,:preparedArray26,:preparedArray27,:preparedArray28,:preparedArray29,:preparedArray30,:preparedArray31,:preparedArray32,:preparedArray33,:preparedArray34,:preparedArray35,:preparedArray36,:preparedArray37,:preparedArray38,:preparedArray39,:preparedArray40,:preparedArray41,:preparedArray42,:preparedArray43,:preparedArray44,:preparedArray45,:preparedArray46,:preparedArray47,:preparedArray48,:preparedArray49,:preparedArray50)848μs8.25KBParams/libraries/src/Access/Access.php:357Copy
  • SELECT `id` FROM `icop0_rstbox` WHERE `published` = 1 AND `testmode` = 0100μs936B/administrator/components/com_rstbox/EngageBox/Boxes.php:45Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 22102μs1.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 24124μs1.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 28117μs1.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 38198μs73.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 39165μs1.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT * FROM `icop0_rstbox` WHERE `id` = 40149μs1.97KB/administrator/components/com_rstbox/EngageBox/Box.php:242Copy
  • SELECT `a`.`menutype`,`a`.`title` FROM `icop0_menu_types` AS `a` WHERE `a`.`client_id` = 0159μs1.19KB/libraries/gantry5/src/classes/Gantry/Framework/Menu.php:138Copy
  • SELECT m.id, m.alias, m.path AS route, m.level, m.parent_id FROM icop0_menu AS m WHERE m.menutype = 'mainmenu' AND m.parent_id > 0 AND m.client_id = 0 AND m.published >= 0 ORDER BY m.lft523μs1.8KB/libraries/gantry5/src/classes/Gantry/Framework/Menu.php:791Copy
  • SELECT m.id, m.alias, m.path AS route, m.level, m.parent_id FROM icop0_menu AS m WHERE m.menutype = 'distribution-channels' AND m.parent_id > 0 AND m.client_id = 0 AND m.published >= 0 ORDER BY m.lft433μs1.17KB/libraries/gantry5/src/classes/Gantry/Framework/Menu.php:791Copy
  • SELECT m.id, m.alias, m.path AS route, m.level, m.parent_id FROM icop0_menu AS m WHERE m.menutype = 'categories-list' AND m.parent_id > 0 AND m.client_id = 0 AND m.published >= 0 ORDER BY m.lft731μs2.3KB/libraries/gantry5/src/classes/Gantry/Framework/Menu.php:791Copy
  • SELECT * FROM icop0_jmap_metainfo WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Call-Centre-Manager-job-at-BURN-75551' AND `published` = 1206μs9.2KB/plugins/system/jmap/jmap.php:818Copy
  • SELECT * FROM icop0_jmap_canonicals WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Call-Centre-Manager-job-at-BURN-75551'85μs960B/plugins/system/jmap/jmap.php:920Copy
  • SELECT * FROM icop0_acym_configuration326μs4.88KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_list WHERE type = 'standard'152μs2.3KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_field145μs2.33KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_form WHERE active = 1 AND type != 'shortcode'115μs1.2KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • 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` = 1135μs1.68KBParams/administrator/components/com_scheduler/src/Model/TasksModel.php:466Copy
  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'234μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`370μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'96μs912B/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 desc232μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`461μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid213μs4.41KBParams/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` = :muserid239μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Call-Centre-Manager-job-at-BURN-75551'208μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 1185μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"488μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.24ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin121μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin213μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`218μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'197μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'352μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 6081154μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?159μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?191μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy