Position: BUSINESS UNIT MANAGER.
Deadline: 05 Feb 2018.
Date posted: 21 Jan 2018.
Location:Dar es Salaam.
Description:
Job Responsibilities
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Maintains and improves call center operations by overseeing sales, customer experience, claims along with monitoring system performance by identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes call center human
resource objectives by recruiting, selecting, orienting, training,
assigning, coaching, counselling, and disciplining employees;
administering scheduling systems; communicating job expectations;
planning, monitoring, appraising, and reviewing job contributions;
planning and reviewing compensation actions; enforcing policies and
procedures.
- Meets call center financial
objectives by estimating requirements; preparing an annual budget;
scheduling expenditures; analyzing variances; initiating corrective
actions.
- Prepares call center
performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains equipment by
evaluating and installing equipment; developing preventive maintenance
programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and
technical knowledge by tracking emerging trends in call center operations
management; attending educational workshops; reviewing professional
publications; establishing personal networks; benchmarking
state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals
by accepting ownership for accomplishing new and different requests;
exploring opportunities to add value to job accomplishments.
Qualifications
- Bachelor's
Degree in Marketing, Business or Communications preferred
- 5+
years' experience in telemarketing or an outbound call center environment
- Previous
Sales experience is an added advantage
- One
should be able to take ownership, be accountable and able to meet deadlines
- Excellent
communication, management, interpersonal and leadership skills required
- Ability
to work overtime as necessary to meet quotas and guide team