Call Centre Manager / Call Centre Assistant Managers (Gaborone)

Famous Brands Botswana would like to invite suitably qualified self-driven, results oriented and passionate individuals to apply for the position listed and described below and join a professional team that is passionate about providing unique consumer experiences through innovation, flawlessness execution and continuous improvement.

 

VACANCY

The company is looking for self-driven, results oriented and passionate individuals to join its Gaborone based call center. The Call Center Manager is required to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. The manager of the call center is responsible for the daily running and management of the help desk team through the effective use of resources.

 

Main Accountabilities

• Daily Management of the call center including effective resource planning and implementing call center strategies and operations
• Monthly needs assessments and performance reviews
• Focusing on Monitoring systems – at all times be aware of the statuses on monitoring systems
• Updating required resources regarding network statuses – managing the communication flow throughout the company
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Handling the most complex customer complaints or enquiries
• Driving training, technical growth and personal growth for all technical employees
• Managing service delivery key performance indicators.

 

Experience and qualifications

• Minimum 3-5 years in a similar role and relevant industry
• Minimum Qualification: BGCSE/Form 5/Matric or higher
• Strong customer focus and problem solving skills
• Excellent leadership and people skills
• Excellent communication skills (written and verbal)

A competitive package will be offered to suitably qualified and experienced candidates.

 

 

Applications close on 9 February 2018.