Call Center Manager

Vodafone

Kinshasa, Democratic Republic of Congo
On-site
Call center operations optimization
Customer experience management
Staff performance management
Run and optimize Call Center Operations, both in-house and outsourced, ensuring efficient service delivery and customer satisfaction

Job Summary

  • Run and optimize Call Center Operations, both in-house and outsourced, ensuring efficient service delivery and customer satisfaction.
  • Hiring, training, and supervising call center staff, including scheduling, performance management, and motivating employees to achieve goals.
  • Track key performance indicators (KPIs) such as call volume, resolution time, customer satisfaction, and sales targets, and prepare regular reports for senior management.

Matching Summary

Run and optimize Call Center Operations, both in-house and outsourced, ensuring efficient service delivery and customer satisfaction.

Skills & Requirements

Must-have

  • Call center operations optimization
  • Customer experience management
  • Staff performance management
  • Budget management
  • KPI tracking and reporting
  • Quality control implementation

Nice-to-have

  • Industry trend awareness
  • Proactive stakeholder liaison
  • Motivational leadership
  • Creativity and innovation

Key Requirements

  • High School Diploma
  • Relevant Diploma
  • Call Centre experience
  • Administrative skills
  • Staffing experience
  • Supervisory Experience
  • Proficiency in French & English

Work Rights

Not specified

Tailored Resume

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