Orange invites candidates who wish to be part of a dynamic workforce to apply for the above position.

Reporting to the Call Centre Manager, the successful candidate will ensure optimal utilization of the CTI & CRM by all End-Users. Directly manage all outbound campaigns as may be required to support the company’s strategic direction.

The main duties include but are not limited to:

  • Provide Business administration support for CTI & CRM application (i.e. creating Users, defining service requests & generating CTI & CRM reports).
  • Design / plan / organize and delivery outbound campaigns within the defined turn-around-time (i.e. surveys, telesales / marketing…)
  • Manage performance of the Outbound Team.
  • Reporting for outbound activities.
  • Minimize cost of Outbound function by ensuring efficient performance of the Team and delivery of the campaigns.
  • Maximization of company revenues through such activities which will ensure that loyalty / retention of customer, i.e. up/cross selling of products & services.
  • Ensure delivery of excellent outbound campaigns in line with defined standards.
  • Ensure that customer issues escalated through outbound campaigns are effectively resolved.
  • Define clear & specific service requests and ensure training thereof to ensure accurate qualification of customer issues.
  • Segmentation for call routing & review / update of IVR automated services.
  • Collect & provide customer feedback/ information to inform the business on customer opinion, by following qualitative feedback gathered through surveys conducted through inbound or outbound calling.

Knowledge and Skills:

  • Designing / executing surveys and reporting tools.
  • Proven ability to work in a high pressure environment.
  • Proficient in operating Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint).
  • Ability to work with stakeholders such as technical support, marketing.
  • Performance & Issues management.
  • Matured- Ability to give honest feedback to stakeholders both internally & externally.
  • Very good attention to details.
  • Highly customer focused.
  • Analytical, results oriented & problem-solving skills.
  • Planning, organizing and execution of project skills.
  • Ability to deliver successfully under pressure.
  • Very good planning and organizing skills.

Qualifications and Experience:

  • Bachelor’s degree, preferably in IT and/or Business.
  • Minimum 3 years’ experience. At least 2 years’ experience in designing / executing campaigns / surveys and reporting in a business environment.

Closing date and application instructions

Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:

The subject window on email should only contain the title of the position being applied for.

Closing date: 30th November 2017

Kindly note, that Orange Botswana shall only correspond to short-listed candidates.