New Job Vacancy at Vodacom Tanzania - Dar es salaam, Manager: Call Centre Operations | Deadline: 12th April, 2019

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Jobs in Tanzania 2019: New Job Vacancy at Vodacom Tanzania - Dar es salaam, Manager: Call Centre Operations | Deadline: 12th April, 2019
Manager: Call Centre Operations -  VTCS015 
Role purpose:
  • The Manager Call Centre Operations will be accountable to deliver superior service to all VTL customers. In addition to managing the inbound/outbound Customer Care for the specific segment/s through our business partner.
  • The Manager will lead and manage the business partner/supplier to deliver quality service as per set targets and standards. Manage and control the resources including headcount/working hours in relation to performance and approved budget
  • The Manager Serves customers by planning and implementing call center strategies and operations; improving systems and processes;
  • The Manager need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.

Key accountabilities;
  • Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing process improvement and quality assurance programs;
  • Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Work with other managers in Customer Service Support and Quality Assurance/Customer experience Management to analyze and manage performance vs. operational KPIs.
  • Ensure that the appropriate partner management tools are in place, in order to seamlessly execute.
  • Consolidate Voice of the Customer, based on team’s interaction with segments, to be shared regularly with all stakeholders within the Division and higher level Vodacom Management Team.
  • Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing at the call center

Core competencies, knowledge and experience
  • Operational Management – experience with Customer Care management and its dynamic environment.
  • Partner Management – delivery of results through partners/outsourced company
  • Commercially astute – solid understanding of market, competitor & customers
  • Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
  • Financial Management – manage budgets, drive down costs wherever possible
  • Strong analytical skills and problem solving skills. Able to assess reports, identify issues, root cause, and recommend solutions.
  • Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
  • Excellent leadership, people management, communication and influencing skills at a senior level
  • Excellent and effective communication skills both written and oral.
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Must have technical/professional qualifications:
  • 3+ years’ experience industry or functional experience.
  • Bachelor degree in Business Administration, Master’s Degree will be an added advantage
  • Strong analytical skills and business acumen.
  • 3 years relevant experience Customer services.
Job Type: Full-time
Employment Type: Permanent
Closing Date: 12-Apr-19, 11:59:00 PM