ANGALIA NAFASI MPYA ZA KAZI KUTOKA ZANTEL

POSITION FUNCTION:

Call Centre Manager is responsible for ensuring smooth running and delivering of professional customer care at the centre and managing the supervisors teams.

PRIMARY RESPONSIBILITIES

• Creating positive working environment to enable agents to meet their targets and SLAs with other departments.

• Managing staff to ensure that performance requirements are met.

• Ensuring that all administrative procedures are correct.

• Assisting/supporting staff to deliver world class customer care/total one-stop solution to customers (that is, Products & Services Knowledge, Packages, Roaming Services, Technical Solution, etc).

• Supporting team in coordinating customer’s affairs with other departments (that is, Data Centre, Sales, & Post Paid etc).

• Assisting agents to provide excellent customer service through prompt response and timely complaint resolution.

• Predicting and scheduling staff according to operational needs.

• Suggesting and implementing company strategies which are relevant to the center.

• Managing staff well-being - managing disciplinary issues according to Zantel standards and the Tanzanian labor laws.

• Supporting staff in educating and selling of Zantel products and services in order to meet targets.

• Seeking ways, reporting and suggesting ways to improve in order to strengthen customer relationship and increase loyalty.

• Measuring and providing performance input to Agent’s KPA. Ensuring that staff reward and recognition plans are in place for the centre.

• Creating and ensuring implementation of personal development plans.

• Conducting bi-monthly and monthly team meetings.

• Coaching agents on organizational standards and providing position training as required.

• Monitoring and ensuring existence of supportive working environment to promote high job satisfaction and morale.

• Managing departmental resources through effective recruiting, delegation

QUALIFICATIONS /SKILLS SET AND EXPERIENCE

• A minimum of Degree in Business Administration

• Leadership, people handling, and conflict resolution skills

• Problem solving, analytical, planning and organizational skills

• Excellent communication, presentation and interpersonal skills

• Knowledge of local customs, traditions, interests and behavioural patterns

• Knowledge of company policies and procedures

• Proven customer service skills

APPLY

Monday 10 March 2014

Successful candidates will be competitively rewarded.

Zantel is an equal opportunity employer.