Summary
Date Posted: 8th April 2019 , Base Salary: Not Disclosed , Employment Type: Full_Time , Currency: TZS , Value: 625000 , Minimum: 437500 , Maximum: 1875000 , Period: MONTH

JOB DETAILS:

Role purpose:
• The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. In addition to managing the inbound/outbound Customer Care for the specific segment/s through our business partner.
• The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget
• The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes;
• The Manager need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs. .

Key accountabilities;
• Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs;
• Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Work with other managers in Customer Service Support and Quality Assurance/Customer experience Management to analyze and manage performance vs. operational KPIs.
• Ensure that the appropriate partner management tools are in place, in order to seamlessly execute.
• Consolidate Voice of the Customer, based on team’s interaction with segments, to be shared regularly with all stakeholders within the Division and higher level Vodacom Management Team.
• Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing at the call center

Core competencies, knowledge and experience
• Operational Management – experience with Customer Care management and its dynamic environment.
• Partner Management – delivery of results through partners/outsourced company
• Commercially astute – solid understanding of market, competitor & customers
• Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
• Financial Management – manage budgets, drive down costs wherever possible
• Strong analytical skills and problem solving skills. Able to assess reports, identify issues, root cause, and recommend solutions.
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Excellent leadership, people management, communication and influencing skills at a senior level
• Excellent and effective communication skills both written and oral.

Must have technical/professional qualifications:
• 3+ years’ experience industry or functional experience.
• Bachelor degree in Business Administration, Master’s Degree will be an added advantage
• Strong analytical skills and business acumen.
• 3 years relevant experience Customer services.

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Job application procedure
To Apply please visit https://careers.vodafone.com/Apply?jid=22467