Job Title: Contact Center Manager

Vacances:  1

Location: Pension Towers

Emplyment Type: Full-Time

Deadline: April 15, 2022
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Job Summary

As Call Center Manager, you will be in charge of customers support, after-sales services, tele sales and overseeing smooth running of the call Centre and customer service.


    • Manage the day to day running of the Call Center

    • Planning and implementing call center strategies to effectively and efficiently address customer enquiries and complaints.

    • Setting call center agents target, monitoring performance, appraising them and providing timely feedback.

    • Organizing staffing, including shift patterns and the number of staff required to meet set targets

    • Driving end to end customer feedback management strategies, measuring customer satisfaction as well as complaints Management.

    • Coming up with incentives to motivate and retain Call Center staff

    • Participate in hiring of call center agents

    • Training of call center agents

    • Developing strategies to improve customer experience

    • Handling the most complex customer complaints or enquiries

    • Identify, escalate and advice management on recurring complaints


  • Bachelor’s degree/Diploma in a business related field from an accredited University/College required.

  • At least 3-5years’ experience in an busy call center environment at Supervisory level

  • Experience in closing Sales

  • Excellent written and verbal communication

  • Excellent attention to detail and Accuracy of data

  • Pleasant, Professional telephone and e-mail etiquette, ability to effectively communicate with people at all Levels

  • Outgoing and motivated personality with strong time management skills and the ability to handle multiple priorities

  • Basic Word processing and Spreadsheet skills

  • Ability to provide effective leadership to a team

  • Ability to manage and provide feedback to all types of individuals

How to Apply

To make your application, forward your CV and cover letter to [email protected] indicating the position you are applying for as the subject line.

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