Contrato
Tipo contrato
Tempo indeterminado
Oferta aberta até
21/05/2019
Descrição
Cargo
Call Center Manager at FINCA International
Indústria
Número de vagas
1
Descrição da função
Call Center Manager Duties and Responsibilities
- Ensuring that proper call procedure are followed
- Ensuring that confidentiality of customer information is maintained
- Implementation of new working procedures in the operation process
- Addressing the executives and teal leaders about changes in a certain process
- Checking that calls quality is maintained
- Making arrangements for training of new joiners and refresher trainings to existing staff
- Coaching, motivating and retaining staff and coordinating reward and incentive schemes;
- Analyzing performance statistics and making decisions on the basis of these statistics improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
- Attending to the issues of the staff and trying to find a solution
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Handling the most complex customer complaints or enquiries
Job Requirements
CompetenciesSkills
The skills and specifications that a call centre manager must have are as follows:
- Problem solving skills
- Should be motivating in nature
- Excellent telephonic skills
- Must have training skills
- Good knowledge about customer satisfaction
- Impressive communication and interpersonal skills.
Education and / Experience:
- A degree in management studies or consumer studies is also compulsory.
- Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities for three years
Language Skills
- English and Zambian local languages
Computer Skills
- Strong in Microsoft Power point
- Strong in Microsoft Excel spread sheet
- Strong in Microsoft word
Requisitos
Titulação mínima
Ensino Primário
Experiência exigida
4 Anos
Nacionalidade
Não definido
Línguas
Não definido
Area funcional
Competências
Não definido
Aptidões necessárias
.
Empregador
Nome do empregador