CONTACT CENTRE SUPERVISOR– LEVEL 9 (2 Posts) : Zimra

Job Summary

Applications are invited from suitably qualified persons to fill the following posts within the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.

Duties And Responsibilities

• Key Responsibilities
• Plan and direct the daily activities of the contact centre and in consultation with the Contact Centre Manager to establish key targets and output for contact centre.
• Schedule agents appropriately in line with traffic demands and monitors their adherence to schedule.
• Recommend measures that promote timeous and accurate resolution of clients issues.
• Recommend improvements and/ or adoption of new service standards in line with market trends and client demands.
• Recommend training programs from identified gaps to Contact Centre Manager.
• Liaise with relevant departments on client’s complaints, enquiries and compliments with a focus to improve service delivery and identify any contact centre processes that may need reviewing.
• Resolve and manage grievances, interpersonal conflicts and relations within the contact centre.
• Identify training needs for contact centre agents and recommend training programmes for agents to keep abreast with technological developments.
• Compiles daily, weekly and monthly reports for end of shift agent performance, service level, traffic drivers, escalated queries and turnaround times for resolution and quality
  monitoring.

Qualifications And Experience

• Job Skills and Competencies
• Ability to work both independently and as part of a team.
• Strong leadership skills and ability to communicate effectively in written and spoken language and strong interpersonal skills.
• Good organisational and time management skills.
  Qualifications and Experience
• A degree in Sociology/ Psychology/ Fiscal Studies/ Economics/ Business studies/ Business management/ Accounting/ Marketing or equivalent.
• Three (3) years in a contact centre, client care or customer service environment.