Call Centre Manager at BURN Manufacturing | Jobs in Lusaka, Zambia | ProGigFinder

Back to Jobs

Call Centre Manager

BURN Manufacturing

Posted 1 months agoLusaka, Zambia

Location

Lusaka, Zambia

Job Type

Full-time

Experience

Senior

Job Description

The Call Centre Manager at BURN involves a broad range of responsibilities aimed at elevating call centre services to a world-class standard. This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.

ProGigFinder Press

Stop applying into silence.

Your CV is getting filtered out before a human ever sees it. The 7-in-7 Playbook fixes that with a verbatim keyword system that scores 85%+ on ATS filters, plus day-by-day actions, templates, and an Excel toolkit. 14-day refund.

Stop the silence — $14 (was $29)

Requirements

Bachelor's degree in Business Management, Customer Care Management, Marketing, or similar
5 years of experience in a fast-paced contact centre or in customer service management
Proficiency in data analysis tools and Microsoft Applications
Strong analytical skills and ability to interpret complex data sets
Excellent communication and presentation skills
Knowledge of customer experience metrics and best practices
Experience working with CRM systems and customer data
Knowledge in accounting will be an added advantage
Experience in the PAYGO/BPO industry
Knowledge of customer experience management methodologies
Qualified female candidates are encouraged to apply

Responsibilities

Contribute to the development of a customer experience strategy that supports business objectives
Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership
Utilise CRM systems, customer surveys, and social media analytics to gather data on customer behaviour and satisfaction
Monitor KPIs like CSAT, NPS, and customer churn; analyse trends and patterns in customer behaviour
Create reports, dashboards, and presentations to communicate findings to stakeholders with data-driven insights
Manage customer experience improvement projects from start to finish ensuring timely execution
Collaborate with teams to prioritise and implement changes based on customer feedback and data analysis
Oversee and manage Team Leads (TLs) and Quality Assurance (QA) personnel
Act as liaison between business stakeholders and technical teams to ensure solutions are feasible
Collaborate with external vendors and partners to ensure outsourced services meet customer experience standards
Analyse customer interactions, feedback, and data across various touchpoints to identify pain points and opportunities for improvement
Collaborate with marketing, business intelligence, and product development teams to align customer experience strategies

Benefits

Strategic leadership role shaping world-class call centre services for a leading clean cooking manufacturer
Cross-functional collaboration with Carbon, Marketing, Business Intelligence, and Product teams

How to Apply

Apply through the BURN Manufacturing careers portal.

Similar Jobs

Quality Assurance Assistant – Contact Centre

Uganda Electricity Distribution Company Limited (UEDCL)

Kampala, Uganda•

Shift Team Leader – Contact Centre

Uganda Electricity Distribution Company Limited (UEDCL)

Kampala, Uganda•

Back Office & Escalation Assistant – Contact Centre

Uganda Electricity Distribution Company Limited (UEDCL)

Kampala, Uganda•

Customer Experience Analyst

Uganda Electricity Distribution Company Limited (UEDCL)

Kampala, Uganda•