Share this Job:

Manager- Call Center Operations job at D.light | Apply Now

Are you looking for Management Jobs in Uganda 2024? If yes, then you might be interested in Manager- Call Center Operations job at D.light

Kampala, Uganda

Full-time

Deadline:

March 18, 2024 at 2:00:00 PM

Apply Now

Report this Job

About the Organisation

Learn More about this Organisation

Job Title

Manager- Call Center Operations job at D.light

Job Description

The role holder is responsible for delivering exceptional customer experience to d.light customers and end-users. The job holder will continuously seek ways to improve cost-efficiency, grow collections, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.

Duties and Responsibilities

Deliver on set contact center metrics and targets within agreed timelines and costs.
Implement and measure KPIs to drive improvement of service delivery standards.
Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
Drive and implement all actions as requested by the business.
Effective team management
Reporting

KPIs

Customer satisfaction versus target (Net Promoter Score)
Average cost of customer service delivery versus target
Call productivity at Call Center
Partner Engagement
Call Centre Metrics (Inbound/Outbound/KYC/Upsell)

Qualifications and Competencies

Bachelor's degree in social sciences or a business-related field.
An additional Call Center/ customer service management focused qualification will be an added advantage.
Five years' working experience in Call Centre management
Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
Excellent interpersonal skills with the ability to motivate for results.
Excellent oral and written communication skills.
Dependability and multitasking abilities.
Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
Technical Knowledge in service supporting experience.
Coaching
Computer skills (MS Word, Excel, PowerPoint)
Problem-solving, and decision-making
Planning, and organizational skills with attention to detail.