Call Center Manager

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

• 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.

• 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

• English and Zambian local languages

• Strong in Microsoft Power point
• Strong in Microsoft Excel spread sheet
• Strong in Microsoft word