Vacancy title:
Call Center – Team Leader

Jobs at:

CVPeople Tanzania

Deadline of this Job:
Monday, April 24 2023

Duty Station:
Within Tanzania , Dar es Salaam, East Africa

Summary
Date Posted:Monday, April 24 2023, Base Salary: Not Disclosed

JOB DETAILS:

Job Summary
We are looking for a skilled Call center Agent manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness.

Responsibilities
• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Compiles and monitors daily/weekly/monthly operational statistics and reports. Analyzes trends, variances and problem situations.
• Provides accurate reporting on results, including production statistics, actual result to goal, and forecasting projections

Requirements
Knowledge and Experience
• Proven experience as call center manager/leader at least 3 years experience or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Degree in a relevant discipline or Equivalent will be appreciated

Job Experience:No Requirements

Work Hours: 8

Level of Education: Professional Certificate

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