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11 Oct 2017


Job Description

Reporting To - Head Sales and Marketing
Supervision Of - Call centre agents
Interacts With - Call centre agents, staff, marketing department, senior management

Develop, implement, assess and improve day-to-day operations of inbound customer service call center.
Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence
evelop and manage the operating budget for the specific call center operation
Thrive as a team player in a fast-paced, high-energy, change-oriented environment
Oversee center-wide human resource recruiting, training, development and retention
evelop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
Perform other related duties and assignments as required
Experience - 3 years
Education Level - Diploma Level
Qualifications - Diploma in Marketing
Software - MS Office
Equipment - Job related
Knowledge OfManaging a team of 20 call center representatives or above
Skills ToExcellent wriiten and communication
Ability ToLead a large team of call centre agents
Personality - Calm, commanding
Other - Having work experience in telecom operator or bank ,like AIRTEL, MTN, STANBIC BANK would be an added advantage
Industry - Service provider
Culture - Fast paced, dynamic, exciting
Gender Profile - Mixed
Age Profile - Between 30 and 45 years of age
Employment - Permanent
Location - Lusaka, Zambia
Nationals Only - Yes
Remuneration - Negotiable

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