What you would be expected to do:<\/p>\n
Set up work models, targets, and metrics of work for the Customer Engagement\/Service Teams.
\nEnsuring briefings are held with the customer engagement\/service teams to let them know their expectations.
\nEnsure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs.
\nClosely monitor and track performance and SLAs related to the credit and finance and welcome teams are up to standards with the knowledge that they form part of the critical lines of business for the organization.
\nConsolidate and validate training and development requirements to the customer engagement\/service teams.Continuously coach and mentor the team.
\nHold one-on-one discussions with team members to enable focus on personal issues that affect performance.
\nManage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.
\nDocument all absences and ensure records are updated on available systems and trackers.
\nCome up with a tracking system that will enable the establishment of any noticeable trends.
\nEnsure accountability is maintained for both team members and team managers; this includes involving the HR for disciplinary actions where applicable
\nTo have proper control of shrinkage, both planned and unplanned shrinkage should not exceed a total of 35% of the total headcount for each team\/function.
\nTo ensure smooth and seamless workflow of remote work. This includes proper follow-up for any issues with remote work to achieve timely resolution. i.e implementing hybrid work
\nDrive a customer-centric culture across the organization.
\nMonitor, track, and report on the viability of work resources, working systems, and tools for remote functions.
\nManage and evaluate performance appraisals for Zambia customer engagement and service functions.
\nThis includes implementation of quarterly performance appraisals.
\nTo achieve the above: Hourly, daily, weekly, and monthly performance tracking must be well maintained with a strict follow up system.
\nDrive and motivates staff and workforce \u2013 building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet\/exceed customer expectations. The target is to enable managers to drive their teams with a high degree of teamwork and within a network.
\nWork closely with other functions (e.g., operations, finance, HR, and the sales team) within the Zambia market and form platforms for teamwork for the respective teams.
\nEvaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity, and quality to deliver best-in-class help to all customers across all engagement\/service business lines and products.
\nOutline and manage the functions within the call center team to industry expectations.
\nGuide and mentor customer engagement\/service team managers through training and mentorship programs.
\nEnsure Peak times and Zambia call centre metrics are as par the market standards.
\nManage stakeholder engagement and field-related requirements within the functions.<\/p>\n
You might be a strong candidate if you:<\/p>\n
3 years plus experience managing call center operations in a larger team in a manager role.
\nA holder of a bachelor\u2019s degree.
\nYou must be a team player, patient, and people-centric, as you will be dealing with a highly skilled and conversant team.
\nKeen with research abilities, you\u2019re able to translate customer feedback into data and customer ideas into product recommendations.
\nDemonstrate the ability to motivate and communicate with others at all levels.
\nInfluential relationship skills and able to use these relationships to deliver engagement\/service improvements.
\nExcellent communication and negotiation skills.
\nStrong organizational skills ensure you\u2019re on top of every follow-up and nothing falls through the cracks.
\nAbility to work well and mentor culturally diverse skilled teams.
\nGood with staff engagement and team motivation concepts that can boost staff morale.<\/p>\n
What we offer (in addition to compensation and statutory benefits):
\nAn opportunity to grow as a professional in a dynamic, fast-growing, high impact industry;
\nThe chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing an innovative, sustainable business with a profound impact on the world;
\nA truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
\nStructured, tailored learning and development programs help you become a better leader, manager, and professional through the Sun King Academy.
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