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Call Center Manager job at Private
PRIVATE
Website :
250 Days Ago
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Vacancy title:
Call Center Manager

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

Jobs at:

Private

Deadline of this Job:
Friday, August 16 2024 

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

Summary
Date Posted: Friday, August 02 2024, Base Salary: Not Disclosed

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Learn more about Private
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JOB DETAILS:
Job Description
We seek a skilled call center manager who can lead our Customer Service Call Center. The call center manager will assist in establishing Call Center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to support customers better. The ideal candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful Call Center manager, you should be focused on improving Customer Service Agents’ performance and Call Center practices. The Call Centre Manager should be observant; detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center Manager Responsibilities:
• Hiring, training, coaching, and leading Customer Service Agents as they provide support for
customers.
• Answering Agent’s questions, guiding them through difficult calls or issues, diffusing angry
customers, or handling issues that cannot be fielded by Agents.
• Leading team meetings, asking questions to better understand the call or enquiries Agents are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing Call Center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Setting KPIs together with management

Call Center Manager Requirements:
• Bachelor’s degree or equivalent.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
• Knowledge of management principles
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.

Job Experience: No Requirements

Work Hours: 8

Experience in Months:

Level of Education: Bachelor Degree

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Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Friday, August 16 2024
Duty Station: Lusaka
Posted: 02-08-2024
No of Jobs: 1
Start Publishing: 02-08-2024
Stop Publishing (Put date of 2030): 05-09-2066
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 a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc159μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`385μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid161μs4.41KBParams/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` = :muserid141μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Call-Center-Manager-job-at-Private-63562'103μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 168μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"312μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.06ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin111μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin90μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`114μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'86μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'247μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 227371μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?126μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?429μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy