CALL CENTER OPERATION – ZimboJobs 133 views

VACANCY 

Responsibilities

• Supervise and guide a team of call center representatives to achieve performance targets.

• Monitor daily operations to ensure that service levels, quality standards, and KPIs are consistently met.

• Coach and mentor team members by providing feedback, conducting training, and performing regular performance reviews.

• Analyze reports and utilize data-driven insights to enhance team performance.

• Collaborate with other departments and management to improve overall service delivery.

Requirements

• Minimum of a Diploma or Degree in Business, Communications, or related field.

• Proven experience (2+ years) in a supervisory or leadership role in a call center or customer service environment.

• Strong communication, problem-solving, and conflict resolution skills.

• Excellent interpersonal skills and ability to lead diverse teams.

• High level of emotional intelligence and adaptability.

• Strong knowledge of performance metrics and reporting tools.

• Proficient in Microsoft Office and call center management software.