Call Center Manager

Capital Outsourcing is recruiting a Call Center Manager, to be based in Maputo.

Duties

• Call centre managers liaise with businesses for which they provide the first response, as well as the third parties who supply products to the centre. They coordinate and motivate call centre staff and may manage staff recruitment
• Receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints
• Contact potential customers and clients with the aim of gathering information or selling a product
• Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
• Carrying out needs assessments, performance reviews and cost/benefit analyses
• Setting and meeting performance targets for speed, efficiency, sales and quality
• Ensuring all relevant communications, records and data are updated and recorded
• Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• Maintaining up-to-date knowledge of industry developments and involvement in networks
• Monitoring random calls to improve quality, minimise errors and track operative performance
• Reviewing the performance of staff, identifying training needs and planning training sessions
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling the most complex customer complaints or enquiries
• Organising staffing, including shift patterns and the number of staff required to meet demand
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Forecasting and analysing data against budget figures on a weekly and/or monthly basis

Requisites

• Fluent in Portuguese and English
• At least 5 years experience in the field
• Time Management
• Analytical Skills
• Team player
• CV in english and word format