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 Contact Centre Operations Manager, you will report to the Manging Director and you will be key in the formulation and implementation of the strategic direction. You will be expected to ensure the contact centre operations delivers the required performance, being committed to delivering a great customer contact experience through a variety of customer contact channels. You will also lead and develop contact centre team leaders to ensure consistency in performance, stability and succession planning. .

Key Responsibilities
• manage the daily running of the call centre, including sourcing equipment, effective resource planning and applying call centre strategies and operations
• undertake needs assessments, performance reviews and cost/benefit analyses
• set/meet and exceed performance targets for speed, efficiency, sales and quality
• ensure all relevant communications and data are updated, recorded and communicated timeously
• advise clients on products and services available
• seek to increase share of wallet with existing clients, with value added services
• liaise with business development, team leaders, operatives and third parties to gather information and resolve issues
• maintain up-to-date knowledge of industry developments and involvement in networks
• monitor random calls to improve quality, minimise errors and track operative performance
• coordinate staff recruitment
• review the performance of staff, identify training needs and plan training sessions
• record statistics, user rates and the performance levels of the centre
• prepare reports on these statistics, rates and performance levels
• handle the most complex customer complaints or enquiries
• organise shift patterns and the number of staff required to meet demand
• coach, motivate and retain staff
• coordinate bonus, reward and incentive schemes
• forecast and analyse data against budget figures on a daily, weekly, monthly and year to date basis.

Key Requirements
• A bachelor’s degree in business administration, Information Technology or equivalent qualification
• A Master’s degree will be an added advantage
• 8+ years’ experience in contact centre operations (inbound, outbound, digital channels and back office)
• Detailed Call Centre knowledge, new call centre product development and call centre product innovation experience
• Knowledge and experience of working with best practice call centre metrics
• Proven people management experience and ability to lead, build and motivate a large team
• Developing and demonstrating strong relationships with customers
• Outstanding presentation, communication and written skills

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
• numerical skills to understand financial and budget management
• strong customer focus, guided by follow-up and follow-through and excellent telephone manner
• leadership skills and the ability to motivate and develop staff
• ability to work well in teams
• confidence and good business sense
• ability to set, meet and exceed targets
• a focused and self-motivated approach to work
• a flexible attitude and the ability to manage change

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

Seniority Level
Management
Industry
• Customer Service
• Call Centre
• Business Process Outsourcing
Job Functions
• Strategy Implementation
• Customer Support

Work Hours: 8

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

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