Vaga Para Gerente de Call Center

Vaga Para Gerente de Call Center



Manager Call Center ( GSM)
Posting Country:  Mozambique
Date Posted:  20-Feb-2020
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.



Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

Role purpose

  • To serve customers by planning improving systems and processes as well as managing and implementing call center strategies and operations, staff.

  • Key accountabilities and decision ownership & Key performance indicators
  • Key accountabilities and decision ownership :

  • Daily running and management of the center through the effective use of resources,
  • Meeting, and setting, customer service targets as well as planning areas of improvement or development,
  • Ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • Analyzing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Coordinate and motivate call center staff.


Key performance indicators:

Service Level
FCR
NPS
Core competencies, knowledge and experience & Must have technical / professional qualifications
Core competencies, knowledge and experience:

Ability to use own initiative.
Excellent interpersonal skills.
Strong communication skills.
Strong conflict management skills.
Strong presentation skills.  

Must have technical / professional qualifications:

  • Degree in Business Management or relevant area.
  • 3 years’ experience covering Customer Service, Client Relationship, Administration and call center environments, this experience needs to be coupled with performance in a management capacity.
  • Experience within the GSM environment is essential.
  • The ability to communicate fluently in both Portuguese and English

Skills

Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Expert Communication
Empathy
Commitment from Vodacom



Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.