Head of Call Center Vacancy at INOI Finance Tanzania Limted
Job Title: Head of Call Center
Location: Dar Es Salaam, Tanzania
Experience Required: 7+ Years
Reporting Line: Customer Services Director/Managing Director
Position Overview:
Contact Centre Heads lead contact centre operations of various sizes. Typically, this is a fast-paced area of business that is challenging and changing continuously. Candidate in this position would be expected to shape the future of the contact centre operation, to improve the customer experience through each available channel. The Head of the Call Centre would report to the Customer Services Director or Managing Director and would be held accountable for the performance of all call centre teams.
Key Responsibilities:
- Decision-making regarding people, processes, technology a nd the future
- Developing plans for the use of new tools and technologies
- Coordinating the contact centre management team at all levels
- Ensuring KPIs are met or exceeded
- Overseeing recruitment and scheduling processes
- Reviewing and clearly defining all contact centre roles
- Customer Journey Mapping
- Customer Analysis and Insights
- Employee Training and Engagement
- Performance Measurement
- Building relationships with customers
- Collaborating with other departments
- Budgetary/profit and loss management
Important Skills
- People management
- Budgetary management
- Organization and communication
- Being analytical, with an understanding of complex data
- Problem solving
- Team building/directing
Qualifications:
- Education: Bachelor’s degree in Business Administration, Communication, Marketing, or any related fields.
Head of Call Center Vacancy at INOI Finance Tanzania Limted
Mode of Application:
Interested Candidates should send their cv to: [email protected] before 10th February 2025.
Indicate the position you are applying as a letter head of your email.