CALL CENTRE MANAGER (DATA SERVICES) at Stresert Services Limited

JOB SUMMARY: 

The call centre manager will be responsible for the daily running and management of the call centre leveraging on effective use of all available resources. 

DETAILED DESCRIPTION: 

• Ensurequality service delivery to customers on all channels; Incoming calls, Outbound calls, Emails, Web-chat and Social Network (Facebook &Twitter)
• Conduct needs assessments, performance reviews and cost/benefit analyses as well as out-product research and competitive intelligence;
• Take the lead on setting and meeting performance targets for speed, efficiency, sales and quality;
• Provide adequate information to customers on their products, accounts and other enquiries;
• Resolveall customer queries that can be done on the first level within set service targets, ensuring customer queries are logged on to provided applications;
• Liaise with other stakeholders if necessary regarding unresolved customer queries;
• Coordinate feedback process on challenges encountered on any product;
• Up-sell and cross-sell all products of the company to existing customers
• Monitor random calls to improve quality, minimise errors and track operative performance;
• Any other duties of related responsibilities assigned from time to time. 

REQUIREMENT: 

• Successful candidates must have a 1^st degree in social sciences, A second degree in management will be an added advantage.
• Minimum of 5-7 years call centre manager / sales and customer service experience, demonstrable problem solving skills and strategic decision making is necessary for this role.