Manager Contact Center Operations job at D.Light
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450 Days Ago
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Vacancy title:
Manager Contact Center Operations

[ Type: FULL TIME , Industry: Professional Services , Category: Management ]

Jobs at:

D.Light

Deadline of this Job:
Thursday, September 07 2023 

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

Summary
Date Posted: Tuesday, August 29 2023, Base Salary: Not Disclosed

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JOB DETAILS:
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.




Work Hours: 8


Experience in Months: 60

Level of Education:
Bachelor Degree

Job application procedure
Interested applicants Click here to apply

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Job Info
Job Category: Management jobs in Tanzania
Job Type: Full-time
Deadline of this Job: Thursday, September 07 2023
Duty Station: Dar es Salaam
Posted: 29-08-2023
No of Jobs: 1
Start Publishing: 29-08-2023
Stop Publishing (Put date of 2030): 29-08-2077
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