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Manager Contact Center Operations at D.Light August, 2023

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Job Description

Position Description

The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners. The job holder will continuously seek ways to improve cost efficiency, achieve targeted customer service metrics, and champion a “customer-first” culture within the organization.

Roles and Responsibilities:

  • Implement and measure KPIs to drive improvement of service delivery standards.
  • Collaborate with d.light’s technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
  • Enhance the competency and skills level of the service team through necessary training and evaluation of effectiveness.
  • Deliver on set contact center metrics and targets within agreed timelines and costs.
  • Drive and implement all actions as requested by the business.

KPIs:

  • Customer satisfaction versus target (Net Promoter Score)
  • Average cost of customer service delivery versus target
  • Call productivity at Call Center
  • Partner Engagement Feedback
  • Call Centre Metrics (Inbound/Outbound/KYC/Upsell)

Requirements

  • Bachelor’s degree in social sciences or a business-related field.
  • An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
  • Five years of working experience at the Call Centre or in the Service Industry.
  • Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
  • Excellent interpersonal skills with the ability to motivate for results.
  • Excellent oral and written communication skills.
  • Dependability and multitasking abilities.
  • Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
  • Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
  • Technical Knowledge in service supporting experience.

CLICK HERE TO APPLY

Job Information

  • IndustryEnergy and Utilities
  • Work Experience4-5 years
  • CityArusha
  • State/ProvinceArusha
  • CountryTanzania
  • Zip/Postal Code255

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