Overview
Call Center Manager Jobs in Kinshasa, Kinshasa, Democratic Republic of the Congo at Vodacom
Title: Call Center Manager
Company: Vodacom
Location: Kinshasa, Kinshasa, Democratic Republic of the Congo
JOB PROFILE
Company : Vodacom DRC
Group : Customer Operations
Job Category: Call Center Manager
Report to : EHOD Customer Care
JOB OBJECTIVES
- Run and optimize Call Center Operations, both in-house and outsourced
- Ensure efficient service delivery and customer satisfaction
- Operate the call center in alignment with the business strategy
- Optimize workflows and processes
- Usage of technology to ensure maximum first line support and resolution of Customers complex queries
- Ensure positive Customer Experience
- Hiring, training, and supervising call center staff. This includes scheduling, performance management, and motivating employees to achieve goals
- Identifying agents training needs and providing ongoing coaching to improve staff skills and knowledge
- Maintaining clear and effective communication with staff, other departments and senior management.
- Evaluating agents interactions with Customers, providing feedback and coaching staff on best practices
- Ensure staff motivation through ad hoc programs for personal growth, training and performance recognition (reward)
- Ensure adherence and proactive management of staff as per required flows, skills, schedules and forecasts
- Manage the call center budget: controlling costs and ensuring efficient resource allocation.
- Keeping up to date with industry trends, best practices, and new technologies in the call center field
- Implementing quality control measures to ensure consistent and high-quality customer service.
- Tracking key performance indicators (KPIs) such as call volume, resolution time, customer satisfaction, and sales targets. Analyzing data to identify areas for improvement
- Preparing regular reports on call center performance, analyzing data, and presenting findings to senior management
- Develop and maintain reports and presentations in adherence with business needs
- Provide business analysis to support key decisions
- Pro-actively liaise with all internal stakeholders, Clients & partners, outsourced operations included, to maintain Call Center effectiveness
QUALIFICATION
- High School Diploma
- Relevant Diploma (Business Admin, Financial, Law, Data Management, Communication, IT, Project Management)
Work Experience
- Call Centre experience
- Administrative skills
- Staffing experience
- Supervisory Experience
KNOWLEDGE
- Call Centre metrics
- GSM knowledge
- Financial Services Knowledge
- Rostering and scheduling
- Problem solving/analysis
- Decision Making
- Time Management
- General business process and knowledge
- Labour legislation
Routing
- Bonus incentive
- Management information systems
- Statistical methodology
- PC knowledge
- Pro efficiency in French & English (Speaking & Writing)
Skills
- Strong and motivational leadership
- Performance management
- Excellent verbal and written communication skills
- Active listening, and conflict resolution.
- Problem-Solving
Technical Skills:
- Proficiency with call center technology, CRM systems, and other relevant software
- Customer Service Skills: In-depth understanding of customer service principles and best practices
- Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines
- Industry Knowledge: Understanding of the call center industry, relevant regulations, and best practices
- Ability to analyze data, identify problems, and develop effective solutions
- Project management
- Forecasting
- Analysis and interpretation
- Conflict management
- Motivational
- Networking
COMPETENCY
- Planning & organizing
- Analyzing and presenting statistical information
- Business Awareness
- Teamwork
- leadership
- Quality orientation
- Strategic
- initiative
- Problem Solving & Analysis
- Results-driven
- Reliability
- Creativity & Innovation
- Flexibility
- Personal Motivation