Call Center Manager

Topstar is a Zambian communications company that has come to offer Digital life to all Zambians. As an equal opportunity employer and fast growing company, we are currently looking for experienced candidate to fill the vacancy of Call Center Manager.

Responsibility

• Plan, manage and direct all aspects of the call center and activities
• Ensure adequate training is done to new staff
• Basic Trouble shooting on soft and hard wares
• Welfare management of staff in call center
• Implement and reviews all call center policies and procedures
• Provide monthly evaluation report of all staff within Call Center
• Investigate and resolve customer’s long standing or complex problems escalated by call center team leaders
• Manage and allocate staff resources according to changing needs including recruitment and shift scheduling
• Ensure call center team members have updated knowledge on the organizations’ products and services
• Ensure all call center team members are living the organizational brand by operating in an environment that is customer service driven and team work oriented.
• Analyze data or statistics to identify the customer service level, the organization is providing.
• Monitor random calls to improve quality, minimize errors and track operative performance
• Performs other duties as required and assigned.

Requirement

• Bachelor in Business Administration, Mass Communication, English Language or Others
• Minimum OF 26 – 40 years
• Minimum 5 years post-graduate experiences including experience in a call center environment.
• Local Residents will be given priority.
• Computer Literacy, Proficient in Excel, and Microsoft Word.
• Ability to adapt to Change
• Able to Coach and Mentor his subordinate
•  Possess strong product and system knowledge.
• Excellent communications, writing and analytical skills and Problem solving skills.

NB:

Kindly state your expected gross salary in your application letter.
Interested candidates should submit their applications electronically consisting of a letter and CV as a single document (PDF or word).

Applications should be saved and sent in the following format:
Job title, and Area _Name_CV note in the email title, or we’ll pass it directly

• e.g. Call Center Manager _Lusaka , Mansa_mukuka_Bwalya_CV note.

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