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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.

Responsibilities

–>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




Email:: lifelinechildline@yahoo.com

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
line.

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

**lifelinechildline@yahoo.com.**

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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