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Call Centre Manager
BURN Manufacturing
Posted 4 months agoLusaka, Zambia
Location
Lusaka, Zambia
Job Type
Full-time
Experience
Senior
Category
Customer Service
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.
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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.
