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Call Centre Manager

Lifeline/Childline Zambia

This is a Full-time position in Lusaka posted 12/01/2022.

Lifeline/Childline Zambia Jobs in Lusaka Call Centre Manager Carreer opportunities in Lusaka vacancies in Lifeline/Childline Zambia at Lusaka

# Job Description

Reporting to: Project Director

Duties, Experience, Academic Quali?cations 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, e?cient support for customers.


–>Manage Call Centre resources to deliver ?rst 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 team of trends in customer behaviour, give feedback on ?ndings 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-?rst and centric approach’
–>Manage team members to ensure e?ective 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 identi?ed 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.

Quali?cations and Experience

–>Bachelor’s Degree in Business Administration, Mass Communication, or any business-related ?eld.
–>Minimum 3 years’ work experience in a client service environment or other related ?eld, 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 O?ce.
–>Developing value proposition
–>Regulatory and legal compliance
–>Customer relationship Management
–>Knowledge of budget management
–>Basic commercial and ?nancial 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 con?ict management
–>Ability to handle stressful situations appropriately and strong decision-making skills.

Apply Online Now


All applications must be accompanied by attachments of a cover letter and CV
three referees and should include the position applied for as the subject

Applications should be addressed to the Human Resources Manager and be sent
via email:


Closing Date : 31st January , 2022.

Lifeline/Childline Zambia Jobs in Lusaka Call Centre Manager Carreer opportunities in Lusaka vacancies in Lifeline/Childline Zambia at Lusaka

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