VACANCY: Call Centre Manager Global Skill Consulting on behalf of a client in Arusha, an electric company that provides reliable energy to communities that currently lack such power is seeking a highly motivated, entrepreneurial and experienced Call Centre Manager Job Description: Competence in developing the Call Centre into a world class leading service centre and doubling its size by the end of the year. Recruiting new representatives, motivating the team and increasing performance. Reporting directly to Senior Management. Improve on existing processes, policies and structures as well as implementing new initiatives to increase output. Understanding the process flow in a Call Centre and increasing efficiency. Dealing with our IT developers to improve on our systems Key Responsibilities: 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. Develop new initiatives and evaluate projects that are critical to the success of the organization. Recruit, train, coach, motivate and discipline your team. Identify training needs, develop training modules and organizing training courses. Develop, monitor and evaluate tools as well as staff policies. Generate reports by recording statistics,user rates and overall performance levels. Check on random calls to improve quality,minimize errors and track operative performance. Set and evaluate performance targets for speed, efficiency and quality. Forecast and analyze data against targets on a weekly, monthly and quarterly basis. Contribute to new operational technologies through research and analysis. Address system bugs and develop more efficient means for the systems to operate. Interact with our IT developers to implement new system features. Maintain and update knowledge of industry developments and involvement in relevant networks. Required Competencies A demonstrated interest in entrepreneurship, including the ability to flourish in dynamic, ambiguous environments and to drive work independently. Good with computers and a thorough understanding of IT processes. Excellent communication skills, ability to build passionate and energetic teams. Good concentration, eye for detail and excellent problem solving skills. Proven leadership capacity, ability to motivate and discipline teams. Track record of working at pace whilst implementing policies, procedures and workflows. Highly responsible, ability to work in a high pressure environment and autonomously. Strategically aware, identify bottlenecks and anticipate on future developments. Skilled in quantitative and qualitative analysis. Desired Skills Experiences: Masters degree (MBA/MSc) in a relevant field or a relevant Bachelor degree with complementary certificates or diplomas. 3 or more years call centre experience in a leading role within a relevant sector. 6 or more years of experience in managing a team with > 20 staff. Proficiency in Microsoft Office software, Google Services applications, Call Centre applications and Apple technologies. Work experience in at least one of the following functions: Call Centre Coordinator/manager, Business Consultant, Human Resource manager, Marketing/Communication manager,Systems Analyst, Project manager and Operations manager/analyst,experienced in working in an international oriented organization with diverse staff,education or work experience in renewable energy or energy access programs. Fluency in both English and Kiswahili. What we offer A dynamic and challenging work environment with many opportunities to develop yourself both professionally and individually. A sufficient amount of resources that enable you to develop a world class call centre. A competitive salary with growth perspective. Pension payments (PPF) and health insurance. MacBook Air laptop computer. Samsung Duos mobile phone. Qualified candidates should send their Cv or Resumes through [email protected] deadline for all applications is 21st March 2014.
Posted on: Thu, 13 Mar 2014 07:22:20 +0000