Call Centre Operation Manager in Tanzania - CV People Africa

CV People Africa

CvPeopleAfrica is a recruitment industry leader in Southern and Eastern Africa with branches in South Africa, Tanzania, Kenya, Zambia, and Zimbabwe, and we continue to extend our existing networks across the African Continent. Our client base consists of organisations, in all sectors, from small business to large corporations, multinationals, non profit and quasi government. Recruiter from sector Aerospace / Defence, From 11 to 50 workers

    About this job ad 13 September


  • Abroad
  • Description

  • Reporting Structure

    Reporting ToGeneral manager

    Supervision OfStaff

    Interacts WithStaff and clients

    Job Description

    Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

    Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

    Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

    Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

    Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

    Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

    Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

    Candidate Specification

    Experience3 years

    Education LevelDegree

    QualificationsDegree in Marketing and Sales, Business preferred

    SoftwareMs tools

    EquipmentIndustry related

    Knowledge OfSales techniques

    Skills ToExcellent communication, interpersonal and leadership skills

    Ability ToAbility to take ownership, work independently and deliver to deadlines be accountable and able to meet deadlines

    PersonalityHard working and integrity

    OtherExperience of managing teams, preferably in sales, and of working in a telecom operator is a plus


    IndustryRenewable energy


    Gender ProfileMixed

    Age ProfileBetween 27 and 55 years of age

    Terms And Conditions


    Location, Tanzania



    - in USD

    Not Calculated

    Currency conversions are provided only for comparative purposes.
    Remuneration will be paid in TZS.
    View job at: ******************************************************

  • Requirements

  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No


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