Vacancy title:
Call Center Manager

Jobs at:
Mobisol Group Tanzania

Deadline of this Job:
23rd November2018

Duty Station:
Tanzania

Summary
Date Posted: 9th November 2018 , Base Salary: Not Disclosed , Employment Type: Full-Time

Mobisol Group is a leading global player in decentralised solar electrification. Driven by market demand for off-grid solutions beyond lighting, Mobisol designs, distributes and services large solar systems, seamlessly integrated with proprietary pay-as-you-go (PAYG) software. By combining the latest high-tech solar hardware with mobile payment technologies, the Berlin based company ensures affordability through flexible payment plans. Mobisol enables rural families and businesses to power a wide range of compatible appliances, such as televisions and stereos, thereby improving people’s standard of living and enabling incremental income from new solar-powered businesses. With over 750 employees, Mobisol runs its own operations in Tanzania, Kenya and Rwanda, while providing hardware and software solutions through a growing network of B2B partnerships in another nine countries worldwide.

JOB DETAILS:

YOUR TASKS

• Managing the daily running of the call center, including:
  
• Collecting and analyzing call-center statistics, preparing reports, rates performance levels and taking strategic actions to improve productivity.
  
• Supports development and aligning call center operations strategic tools with other departments.
  
• Planning, approving and adhering to the department budget.
  
• Developing and implementing call center operating standards.
  
•  Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings
  
• Develop a Quality assessment program that ensures evaluation are done consistently, identifies needs and recommends coaching or training as needed
  
• Drive Call Center growth as a revenue earner in order to mitigate risks associated with operational processes
  

YOUR QUALIFICATIONS

• Degree/Diploma in IT, Business Administration or its equivalent.
  
• Experience of 3-4 years in the Call Center Industry.
  
• Knowledge of Call Center operations and systems
  
• Strong and proven subject-matter expertise, including experience with customer relationship, outbound telemarketing (Tele sale) management techniques, knowledge of WFM solutions and of PBX, X-Cally technology and processes.
  
• Understanding of the local business environment
  
• Knowledge of the relevant legislation pertaining to the country
  
• Business acumen and commercial awareness.
  
• Knowledge of basic financial principles
  

YOUR PERSPECTIVE
The position has a direct reporting to the Senior Head of Service Assurance will open new insights and understanding of the Renewable Energy customers in a fast growing international company. With opportunities to progress both professionally and personally in a multicultural organization and motivated team.