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. • Suggest