Banking, Dar es Salaam, Tanzania
This position contributes significantly to overall customer satisfaction by ensuring that the Contact Centre team are well motivated and trained, so they can respond to customer requests, issues and concerns and resolve them in a timely and professional manner
REPORTING STRUCTURE
Reporting To: Head of Customer Service
Supervision Of Support Staff
JOB DESCRIPTION
- Supervise, mentor and support. Build and lead a team of professionals while creating a fun, hardworking and result oriented environment.
- Work with the General Manager and the Executive Team to formulate the strategic way forward.Plan the required call centre expansion in line with the exponential growth of the company. Developnew initiatives and evaluate projects that are critical to the success of the organization.
- Recruit, train, coach, evaluate, motivate and discipline your team. Identify training needs, developtraining modules and organize training courses.
- Set and evaluate performance targets for speed, efficiency and quality. Forecast and analyze dataagainst targets on a weekly, monthly and quarterly basis.
- Develop monitor and evaluation tools as well as staff policies. Generate reports by recordingstatistics, user rates and overall performance levels. Check on random calls to improve quality,minimize errors and track operative performance.
- To provide satisfactory resolutions to customer issues escalated from the Contact CentreAgents
- Continuously seeking ways/reporting/suggesting ways to improve in order to strengthen customer relationship and increase loyalty.
CANDIDATE SPECIFICATION
- Experience: 4 years
- Education: Level Degree
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