Job - CALL CENTER -TEAM LEADER
CALL CENTER -TEAM LEADER
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. 1st Interview in progress

Position Published
1 Feb 2019
Position Updated
20 Mar 2019
Applications Suspended
102 Applications
Talent Search
In Progress
Shortlist Sent to Client
8 Shortlisted
Interviews In Progress - 1st Set
4 Interviewed
Job Offer Pending
70% Complete
70%
1 Feb
22780
Applications Suspended
Search In Progress
Shortlist Sent to Client
Interviews In Progress - 1st Set
Job Offer Pending
102 Applications
8 Candidates Shortlisted
4 Candidates Interviewed
70% Complete
Job Specification
Reporting Structure
Reporting To
Head of Customer Service
Supervision Of
Support Staff
Interacts With
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
Qualifications
Software
Equipment
Knowledge Of
Skills To
ttention to detail, initiative and set high standards
Ability To
Proactive, dynamic, supportive, flexible and performance oriented.
Personality
demonstrated interest in entrepreneurship, including the ability to flourish in dynamic, ambiguousenvironments and to drive work independently
Other
Excellent communication skills, ability to build passionate and energetic teams
Organisation
Industry
Banking
Culture
Multicultral
Gender Profile
Mixed
Age Profile
Any years of age
Terms And Conditions
Employment
Permanent
Location
Dar es Salaam, Tanzania
Remuneration
Negotiable
This job is closed from applications.
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