Call Centre Manager :
- HARARE
- Full Time
Job Summary
Multi-Pay Solutions (Private) Limited is an organisation providing financial services management consulting, project management and outsource services. We are seeking a suitably qualified individual to fill the following position.
Job Summary
This position exists to support the various functions and operations of products and services supported by Multi-Pay by providing the necessary information services to the customer and user departments through managing the Call Centre department to resolve and attend to customers’ information needs through various channels in a professional manner hence enhancing customer experience.
Duties and Responsibilities
The incumbent will be responsible for the coordination and supervision of the call centre daily operations so as to enhance customer experience.
Monitoring performance of the team on a frequent basis and assist where there is a gap through coaching/ training and feedback to ensure smooth flow of information.
Planning call centre strategies and objectives and ensure implementation of such in a manner that enhance customer experience at all times hence building sound relationships.
Developing and coaching staff on the relevant processes e.g. how to answer calls and standardization of procedures and processes.
Developing and reviewing new Standard Operating procedures (SOP) that will provide for efficiency and effectiveness of the department.
Conducting resource planning for the department to maximize productivity by allocating and reallocating resources accordingly as and when the need arises to facilitate the smooth flow of business.
Manage, review, and monitor output of subordinates to achieve superior performance The incumbent will be responsible for developing reports on time for management to make informed decisions at all times.
Qualifications and Experience
Degree in Marketing / Business Studies or equivalent.
5-7 years' relevant experience years in supervisory role.
Good communication skills and influence.
How to Apply
If you are suitably qualified send application and resume with email addresses of contactable work references. Indicate position in email subject line, applications without relevant subject line will not be considered. Apply to [email protected] no later than 10 March 2023. Applications will be considered on a rolling basis.
or
Multipay Solutions (Pvt) Limited is an organisation providing management consulting, project management and outsource services with Banking and Financial Services Sector.
