VACANCY – CALL CENTRE SUPERVISOR

A. Key Responsibilities

1. ACCOUNTABLE FOR THE OVERALL PERFORMANCE OF THE CALL CENTRE

• Develops and implement inbound and outbound call centre strategies
• Organize weekly performance review meetings with the outsourced call centre agency to ensure KPIs are met
• Updating outsourced agency of any policy changes and other developments within and outside the company affecting service delivery processes
• Escalate any issues that may negatively affect the performance of the call centre
• Identifies any material obstacles to achieving the objectives and problem-solve to eliminate these obstacles

2. PERFORMANCE MANAGEMENT

• Monitoring of the quality of the answered calls: ensure that the answer given is correct and customer is satisfied
• Participate in all daily briefings and monitor the quality of the answers given by the Team Leaders to the Agents

3. MONITORING THE KNOWLEDGE OF THE PRODUCT AND SERVICE

• Monitor the knowledge of our products and services/promotion of the Call Center Agents. Participate on selection of the monthly products and service tests

4. POINT OF CONTACT BETWEEN ECONET LEO AND THE OUTSOURCED AGENCY

• Act as a contact point between the outsourced agency and the company.
• Follow up the complaints submitted to Technology / EcoCash Team for the treatment

B. Education

• University degree in Social Sciences, Business Studies, Finance, Administration, Telecommunications, or related field.
• A Master Degree would be an added advantage
• Intermediate knowledge of business finance principles is essential;
• Professional training/certification in customer care, sales, marketing (e.g CSMP, CIM)

C. Experience 

• At least 4years’ experience in senior management role in telecommunications, customer care, customer service or related discipline which 2 years must have been in a customer care management position
• Fluency in English and French is mandatory.
• Ability to develop customer care strategies and methods for monitoring and evaluation of their impact.
• Experienced customer query resolution, and contract execution including performance measurement and quality control for the provision of professional services.
• Proven ability to analyse and present clearly at the highest level complex information with good attention to detail.
• High integrity

D. Knowledge and Skills

• Excellent business analysis skills
• Strong understanding of economic norms, trends and implications, both for mobile and financial services.
• Must possess an inquisitive and creative mind to understand and resolve customer queries.
• Must be independent and self-directed but able to work and lead a team of creative individuals.
• Must be able to work creatively within a budget and use innovation to find ways of more effectively managing resources.
• Strong business knowledge, understanding of a variety of business practices, and familiarity with the company’s industry.
• Must be able to collaborate with executives, creative teams, research and development, and product development teams.
• Must have excellent interpersonal skills and the ability to persuasively calm down agitated customers

Please apply via email to: careers@econet.bi or bring your application to HR department, clearly indicating the position being applied for in the subject area. Closing date for all applications is Wednesday, 15^th February 2023 at 5PM.

Please note only short list