Summary
Date Posted: Wednesday, January 12, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Duties, Experience, Academic Qualifications and Skills
• While reporting to the Project Director, The Call Centre Manager is responsible for:
• Training, preparing and motivating Call Centre team members to provide excellent customer service.
• Set objectives, analyse Call Centre metrics, ensure team meet goals and provide reliable, efficient support for customers.

Responsibilities
• Manage Call Centre resources to deliver first call resolution.
• Do & manage escalations.
• Ensure customer care standards are developed and deployed at every customer touch point.
• Maintain and improve Call Centre operations by monitoring system performance;
• Identifying and resolving problems; preparing and completing action plans; completing system audits, analysis and quality assurance.
• Analyse and implement relevant interventions pertaining to workloads, trends, patterns, and peaks.
• Handle the most complex client complaints or enquiries.
• Ensure the correct processes are adhered to and immediately address any non-compliance.
• Compile, monitor and manage attendance records of Call Centre employees
• Collect and analyse Call Centre statistics
• Provide the relevant process and performance reports on a daily basis.
• Recognize, document, and alert the higher management team of trends in customer behaviour, give feedback on findings for continuous quality improvement cycle in the company.
• Identify and escalate issues to relevant departments and/or higher management.
• Embed a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
• Ensure Set targets are achieved
• Achieve Call Centre Performance metrics
• Ensure consistent customer experience at the Call Centre.
• Drive a ‘client-first and centric approach’
• Manage team members to ensure effective delivery of Lifeline/Childline Zambia objectives.
• Develop a high performing team by embedding formal performance development and informal coaching.
• Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• When required, initiate disciplinary processes for team members calling on support from HR when required.
• Resolve grievances raised by team members and escalate only if required.
• Conduct formal performance discussion and reviews and take corrective measures where necessary.
• Address poor performance of any team member through the formal Performance
• Improvement programme and ensure that continued poor performance is appropriately dealt with.
• Hold regular meetings with the team to stimulate teamwork, identify and address gaps, empower the team, and celebrate achievements on team level.

Qualifications and Experience
• Bachelor’s Degree in Business Administration, Mass Communication, or any business-related field.
• Minimum 3 years’ work experience in a client service environment or other related field, of which 1-2 years’ experience was in a Call Centre environment
• Reporting, planning, and organizing skills with excellent time management skills.
• Excellent computer skills, including Microsoft Office.
• Developing value proposition
• Regulatory and legal compliance
• Customer relationship Management
• Knowledge of budget management
• Basic commercial and financial acumen
• Interpersonal, negotiation, and problem-solving skills
• Excellent Verbal and written communication skills
• Analytical thinking with an attention to detail and accuracy
• Customer centricity
• Assertiveness and pro-activeness
• Approachable and a team player
• Good judgement and conflict management
• Ability to handle stressful situations appropriately and strong decision-making skills.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
To apply for this job email your details to lifelinechildline@yahoo.com

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