Analyze your CV for Call Centre Operations Manager at Milvik Tanzania Ltd (BIMA Mkononi)
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About this job
Overview
MILVIK (BIMA) is a fast-growing impact and tech company that uses mobile technology to bring insurance and health services to low-income consumers. MILVIK is committed to disrupting the traditional insurance industry and democratizing access to vital services for under-served families globally. Joining MILVIK at this stage offers an opportunity to influence the strategy of a global, growing business. Innovation, diversity, and respect are at the heart of our culture.
Job Title:
Call Centre Operations Manager
Department:
Sales and Service Department
Reporting Line:
Sales and Service Managers
Duty Station:
Dar Es Salaam, Tanzania
Industry:
Insurance and Health Services
Essential Function:
The Call Centre Operations Manager is responsible for overseeing the daily operations of the call centre to ensure efficiency, quality, and customer satisfaction. This role involves managing a team of supervisors and associates, monitoring performance, implementing policies, and striving to meet the company’s objectives in collaboration with other departments.
Key Duties and Responsibilities:
Operational Management:
Motivate and manage the performance of the Sales and Service Department in the call centre.
Foster a strong team culture through team-building activities and motivational techniques.
Oversee daily operations of the call centre, ensuring all systems and processes run smoothly.
Monitor and manage key performance indicators (KPIs) such as call quality, call handling time, customer satisfaction, and issues related to mis-selling.
Implement and maintain call centre policies, procedures, and standards.
Team Leadership and Development:
Lead, motivate, and develop a team of call centre associates and supervisors.
Guide the team to develop a professional work ethic and ensure staff are recognized promptly.
Identify training needs and provide necessary support to address issues related to sales, customer service, quality, and other weaknesses.
Strategic Planning:
Develop and execute operational plans to achieve business goals.
Analyze call centre data and trends to identify areas for improvement.
Collaborate with other departments to align call centre operations with the overall company strategy.
Reporting and Escalation:
Prepare and present various performance reports and analyses.
Escalate technical challenges and other issues to the appropriate departments.
Ensure compliance with company policies and maintain zero tolerance for serious misrepresentations and underperformance.
Call Center Management:
Support the recruitment, training, and performance of call centre staff.
Implement robust systems to manage attendance, timekeeping, and talk-time.
Ensure the call centre environment supports high performance and a positive culture.
Introduce and enforce call centre rules and procedures.
Technical Platforms:
Report any technical issues to the IT Manager promptly.
Ensure the effective use of call centre technology and systems.
Provide MSISDN samples and scenarios to the technical team for troubleshooting.
Coordinate with IT to resolve any technical issues affecting call centre operations.
The Candidate:
Qualifications:
Bachelor’s degree in Business, Sales & Marketing, or a related field.
Expertise and Experience:
5+ years’ experience in sales and customer service with excellent sales techniques and strategic thinking about customer acquisition and retention.
2+ years of leadership experience managing a team.
Strong communication, interpersonal, conflict resolution, and management skills.
Customer-focused with a passion for delivering on BIMA's customer promises.
Optimistic and self-driven with irreproachable professional integrity.
Working knowledge of Excel.
Please visit www.bimamobile.com to learn more about MILVIK (BIMA), our team, and our successes and impact so far.
Application:
Deadline for applications: 15th July 2024
To apply, send your application to careers.tz@milvik.se
MILVIK (BIMA) is a fast-growing impact and tech company that uses mobile technology to bring insurance and health services to low-income consumers. MILVIK is committed to disrupting the traditional insurance industry and democratizing access to vital services for under-served families globally. Joining MILVIK at this stage offers an opportunity to influence the strategy of a global, growing business. Innovation, diversity, and respect are at the heart of our culture.
Job Title:
Call Centre Operations Manager
Department:
Sales and Service Department
Reporting Line:
Sales and Service Managers
Duty Station:
Dar Es Salaam, Tanzania
Industry:
Insurance and Health Services
Essential Function:
The Call Centre Operations Manager is responsible for overseeing the daily operations of the call centre to ensure efficiency, quality, and customer satisfaction. This role involves managing a team of supervisors and associates, monitoring performance, implementing policies, and striving to meet the company’s objectives in collaboration with other departments.
Key Duties and Responsibilities:
Operational Management:
Motivate and manage the performance of the Sales and Service Department in the call centre.
Foster a strong team culture through team-building activities and motivational techniques.
Oversee daily operations of the call centre, ensuring all systems and processes run smoothly.
Monitor and manage key performance indicators (KPIs) such as call quality, call handling time, customer satisfaction, and issues related to mis-selling.
Implement and maintain call centre policies, procedures, and standards.
Team Leadership and Development:
Lead, motivate, and develop a team of call centre associates and supervisors.
Guide the team to develop a professional work ethic and ensure staff are recognized promptly.
Identify training needs and provide necessary support to address issues related to sales, customer service, quality, and other weaknesses.
Strategic Planning:
Develop and execute operational plans to achieve business goals.
Analyze call centre data and trends to identify areas for improvement.
Collaborate with other departments to align call centre operations with the overall company strategy.
Reporting and Escalation:
Prepare and present various performance reports and analyses.
Escalate technical challenges and other issues to the appropriate departments.
Ensure compliance with company policies and maintain zero tolerance for serious misrepresentations and underperformance.
Call Center Management:
Support the recruitment, training, and performance of call centre staff.
Implement robust systems to manage attendance, timekeeping, and talk-time.
Ensure the call centre environment supports high performance and a positive culture.
Introduce and enforce call centre rules and procedures.
Technical Platforms:
Report any technical issues to the IT Manager promptly.
Ensure the effective use of call centre technology and systems.
Provide MSISDN samples and scenarios to the technical team for troubleshooting.
Coordinate with IT to resolve any technical issues affecting call centre operations.
The Candidate:
Qualifications:
Bachelor’s degree in Business, Sales & Marketing, or a related field.
Expertise and Experience:
5+ years’ experience in sales and customer service with excellent sales techniques and strategic thinking about customer acquisition and retention.
2+ years of leadership experience managing a team.
Strong communication, interpersonal, conflict resolution, and management skills.
Customer-focused with a passion for delivering on BIMA's customer promises.
Optimistic and self-driven with irreproachable professional integrity.
Working knowledge of Excel.
Please visit www.bimamobile.com to learn more about MILVIK (BIMA), our team, and our successes and impact so far.
Application:
Deadline for applications: 15th July 2024
To apply, send your application to careers.tz@milvik.se