Overview

Job Title: Head of Call Center

Work location: Dar es Salaam, Tanzania

The required experience: 7+ years

The reporting line: Customer Services Director/ Managing Director

INOI Finance Tanzania Limited

 

 

The Position Overview:

The Contact Centre Managers oversee contact centre operations of varying sizes. Typically, this is a fast-paced, difficult, and ever-changing company. The candidate for this role would be expected to design the future of the contact center operation by improving the customer experience across all accessible channels. The Head of the Call Centre would report to the Customer Services Director or Managing Director and be responsible for the performance of all call centre teams.

 

 

The key responsibilities:

  • The decision-making about people, processes, technology, and the future.
  • Making plans for the implementation of new tools and technology.
  • Managing the contact center management team at all levels.
  • Ensure KPIs are met or surpassed.
  • To oversee the recruitment and scheduling processes
  • Reviewing and defining all contact center jobs.
  • Customer journey mapping.
  • Customer Analysis and Insights.
  • Employee Training and Engagement.
  • Performance measurement.
  • Building customer relationships.
  • Collaborating with other departments.
  • Budget/profit and loss management.

 

 

The Important Skills:

  • Personnel management.
  • Budgetary management.
  • Organization and communication.
  • Being analytical, with a grasp of complex data.
  • Problem solving.
  • Team building and directing.

 

 

Qualifications:

  • Education: Bachelor’s degree in business administration, communication, marketing, or a related profession.

 

The mode of application:

The interested candidates should send their CV to angelo.machibya@inoifinance.co.tz by February 25th, 2025.

On the letterhead of your email, indicate the position for which you are applying.