Job - CONTACT CENTRE MANAGER
1,200 TZS ~$1 USD CONTACT CENTRE MANAGER
Solar Power, Arusha, Tanzania

Our esteemed client is looking for a highly skilled individual to become a Contact Center Manager. The job holder will deliver and execute the customer experience and care strategy and guide the implementation thereof for the company. As well as improve cost-efficiency, achieve targeted customer service metrics, and champion a "customer-first" culture within the country business.

Position Published
8 Jan 2019
Position Updated
24 Jan 2019
Applications Invited
61 Applications
Talent Search
In Progress
Shortlist Pending
8 Shortlisted
Interviews Pending
0 Interviewed
Job Offer Pending
35% Complete
35%
8 Jan
22589
Applications Invited
Search In Progress
Shortlist Pending
Interviews Pending
Job Offer Pending
61 Applications
8 Candidates Shortlisted
0 Candidates Interviewed
35% Complete
Job Specification
Reporting Structure
Reporting To
Senior Manager Customer Experience -Tanzania
Supervision Of
Interacts With
The entire Customer Service team.
Job Description
Implement Customer Experience strategy and embed a customer centered culture.
Ensure consistent customer experience across touch points channel
Implement Customer Lifecycle roadmap to ensure that the maximum value is derived from customers
Implement policies, and processes to ensure we continue to invest in - and differentiate with - an extraordinary customer experience
To support Customer experience & Care through the training of staff in specified operational training identified in line with the Customer journey, systems and any operational initiatives.
Rigorously monitor performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency
Provide leadership in the aspect of Performance direction, goal clarification, communication, engagement, ethics, commitment & energy
Responsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)
Candidate Specification
Experience
6 years
Education Level
Degree
Qualifications
A degree in a business related field
Software
MS Office Tools
Equipment
Industry Related
Knowledge Of
Well versed and deep understanding in contact center elements and data analytics
Skills To
Excellent organizational, multi-tasking and time-management skills with Superior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacy
Ability To
Demonstrate governance management skills in managing 3rd party partners within an outsourced call center environment.
Personality
Passion for social enterprise, development of people and environmental benefits
Other
Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
Organisation
Industry
Solar Power
Culture
Multi- cultural
Gender Profile
Mixed
Age Profile
Any years of age
Terms And Conditions
Employment
Permanent
Location
Arusha, Tanzania
Remuneration
Between 500 and 1,200 TZS
- in USD
Between $0 and $1 USD
Currency conversions are provided only for comparative purposes.
Remuneration will be paid in TZS.
Apply for This Job
Similar Jobs
Like Us on Facebook
X
Free 2018 Salary Survey Now Available for Download * * * * New CVPA Branch Being Established in Kampala, Uganda * * * * CVPA To Move to New Emerald Hill Premises Next Week * * * * New Phone Numbers To be Published Shortly