Key Responsibilities:
Leadership & Strategy: Provide strategic direction for the call center, aligning operations with company goals and customer service objectives.
Operational Management: Oversee the daily operations of the call center, including staffing, budgeting, and resource allocation, to ensure efficient and effective service delivery.
Performance Optimization: Develop and implement performance metrics and KPIs, continuously monitor results, and initiate actions to enhance service quality and efficiency.
Team Development: Lead and mentor a team of call center managers and supervisors, fostering a culture of continuous improvement and professional growth.
Customer Experience: Champion customer-centric initiatives, ensuring that the call center delivers a seamless and positive customer experience.
Technology & Innovation: Identify and implement technology solutions that enhance call center operations, including CRM systems, telephony, and other tools.
Compliance & Risk Management: Ensure compliance with industry regulations and company policies, managing risks and maintaining high standards of data security and privacy.
Reporting & Analysis: Prepare comprehensive reports for senior management, analyzing trends and providing insights to inform strategic decisions.
Attributes:
Leadership Skills: Ability to lead and motivate a large team, providing direction and support to ensure high performance and morale.
Communication Skills: Excellent verbal and written communication skills to interact with staff, customers, and stakeholders, and to convey information clearly.
Customer Focus: Strong commitment to providing excellent customer service and improving the customer experience.
Organizational Skills: Highly organized with the ability to manage multiple tasks, prioritize work, and ensure smooth call center operations.
Analytical Skills: Ability to analyze call center metrics and data to identify trends, issues, and opportunities for improvement.
Problem-Solving Skills: Strong problem-solving abilities to address operational challenges and customer issues effectively.
Technology Proficiency: Familiarity with call center technologies and software, ensuring the team is using the best tools available.
Performance Management: Skills in setting performance goals, monitoring progress, and providing feedback and coaching to staff.
Qualifications:
Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).
Minimum of 5 years of experience in a senior call center management or director role.
Proven experience in driving operational efficiency and customer satisfaction.
Proficiency in call center technologies and CRM systems.
If you are a strategic thinker with a passion for customer service excellence, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and experience to careers@bgsgroup.co.zm. Include “Call Center Director Application” in the subject line.
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