Mulonga Water Supply and Sanitation Company Limited is a dynamic and vibrant Company providing water and sanitation services in the Municipalities of Chingola, Mufulira and Chililabombwe. At Mulonga, all employees play a crucial role in moving the company “towards purified excellence”. Thus Mulonga acknowledges the importance of having a team that will actualize its objectives and ultimately transform Mulonga into “the most admired utility in Africa”. To ensure this is achieved, Mulonga commits to attract and retain the best employees through a systematic talent management process.

Purpose of the Job

Developing objectives for the call centre’s day-to-day activities. Conducting effective resource planning to maximize the productivity of resources (people, technology etc.). Collecting and analyzing call-center statistics (customer service metrics such, types of common complaints from each area, time taken to resolve complaints waiting time of callers etc.)

Qualifications or requirements (e.g., education, skills)

• Full Grade 12 School Certificate with merit in English
• Degree in a Business course
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Proficient in MS Office and call centre equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Ability to drive a manual motor vehicle

Experience needed

Minimum 5 Years post qualification experience in similar role

Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Female candidates are especially encouraged to apply.

• Develops objectives for the call centre’s day-to-day activities
• Collects and analyse call-centre statistics (customer service metrics etc.)
• Assumes responsibility of budgeting and tracking expenses
• Hires, coaches and provides training to personnel to maintain high customer service standards
• Monitors and improves telephone handling and other procedures
• Evaluates performance with key metrics (accuracy, call-waiting time etc.)
• Develops and implements customer service policies and procedures
• Reviews and assesses customer service contracts
• Oversees the achievement and maintenance of agreed customer service levels and standards
• Direct the daily operations of the customer service team
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Review customer complaints
• Tracks customer complaint resolution
• Handles complex and escalated customer service issues
• Monitors accuracy of reporting and data base information
• Analyses relevant data to determine customer service outputs
• Identifies and implements strategies to improve quality of service, productivity and profitability
• Identifies and addresses staff training and coaching needs

• Performance evaluation and customer service metrics
• Reporting and budgeting procedures
• Basic financial analysis (cost-effectiveness, cost-benefit etc.)
• MS Office and call centre equipment/software programs
• Communication and interpersonal skills
• Organizational and leadership skills
• Problem-solving ability
• Ability to drive a manual motor vehicle

• Full Grade 12 School Certificate with merit in English
• Degree in a Business course