Background

D2C Telcare Limited is a Business Process Outsourcing brand located within Lusaka with its offices in Roma Park Commercial, Lusaka. It is a premier BPO, that services brands such as MoMo from MTN, Sun King, Sanlam, Ignite Energy Access, D-Light among others. The Company seeks to engage results-driven, creative problem solver, and a seasoned and experienced Operations Manager to look after one of its Key Clients. Client success in similar Business Relationship Management (B2B) and Customer Satisfaction (B2C) proven track record will be advantageous for this role.

Job Summary

The Operations Manager of the Call Center is responsible for overseeing the daily operations including managing staff, developing and implementing operational strategies, ensuring service quality, and achieving key performance indicators (KPIs) are met. The manager drives continuous improvement initiatives to enhance efficiency, productivity, and the overall customer experience.

Education and Experience

• A bachelor's degree in a relevant field such as a Business course or a related discipline of study.
• 3 years’ experience in the same position will be an added advantage
• Solid understanding of call center technologies and systems

Note

Only those who meet the requirements will be contacted for interviews.

• Supervise and support a team of Team Leads and Call Centre agents, acting as the first point of escalation for complex customer issues.
• Hold regular one-on-one meetings, coaching sessions, and performance reviews with team members.
• Motivate and engage the team to achieve and surpass key performance indicators (KPIs) like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
• Manage employee relations, including addressing concerns, resolving conflicts, and giving constructive feedback.
• Overseeing daily operations and ensuring a smooth workflow.
• Monitor call queues, service levels, and agent availability to make sure staffing levels are appropriate and calls are routed efficiently.
• Mentor and coach team members to enhance their skills, product knowledge, and customer service techniques.
• To work with human resources in developing incentive programs and recognition schemes to boost team morale.

• Solid understanding of call center technologies and systems

• A bachelor's degree in a relevant field such as a Business course or a related discipline of study.