Position: SENIOR CALL CENTER MANAGER.
Deadline: 23 Sep 2017.
Date posted: 11 Sep 2017.
Location:Dar es Salaam.
- Determines call center
operational strategies by conducting needs assessments, performance
reviews, capacity planning, and cost/benefit analyses, defining user
requirements, productivity, quality, and customer-service standards,
contributing information and analysis to organizational strategic plans
- Maintains and improves call
center operations by monitoring system performance, identifying and resolving
problems, preparing and completing action plans, completing system audits
and analyses, managing system and process improvement and quality
assurance programs; installing upgrades.
- Accomplishes call center human
resource objectives by recruiting, selecting, orienting, training,
assigning, coaching, counseling, and disciplining employees, administering
scheduling systems, communicating job expectations, planning, monitoring,
appraising, and reviewing job contributions, planning and reviewing compensation
actions, enforcing policies and procedures.
- Meets call center financial
objectives by estimating requirements; preparing an annual budget,
scheduling expenditures, analyzing variances, initiating corrective
- Prepares call center
performance reports by collecting, analyzing, and summarizing data and
- Maintains equipment by
evaluating and installing equipment, developing preventive maintenance
programs, calling for repairs, evaluating and implementing upgrades.
- Maintains professional and
technical knowledge by tracking emerging trends in call center operations
management, attending educational workshops, reviewing professional
publications; establishing personal networks, benchmarking
state-of-the-art practices, participating in professional societies.
- Accomplishes organization goals
by accepting ownership for accomplishing new and different requests,
exploring opportunities to add value to job accomplishments.
Degree in Marketing, Business or Communications preferred
years experience in telemarketing or an outbound call center environment
with Call center software systems
communication, management, interpersonal and leadership skills required
conflict resolution skills required
to work overtime as necessary to meet quotas and guide team