Call Centre Operations Manager

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:

1. 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.

2. 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.

3. Strategic Planning:

   • Develop and execute operational plans to achieve business goals.
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   • 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.

4. 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.

5. 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.

6. 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