JOB DETAILS:

Position Overview:
Contact Centre Heads lead contact centre operations of various sizes. Typically, this is a fast-paced area of business that is challenging and changing continuously. Candidate in this position would be expected to shape the future of the contact centre operation, to improve the customer experience through each available channel. The Head of the Call Centre would report to the Customer Services Director or Managing Director and would be held accountable for the performance of all call centre teams.

Key Responsibilities:
• Decision-making regarding people, processes, technology a nd the future
• Developing plans for the use of new tools and technologies

• Coordinating the contact centre management team at all levels
• Ensuring KPIs are met or exceeded
• Overseeing recruitment and scheduling processes
• Reviewing and clearly defining all contact centre roles
• Customer Journey Mapping
• Customer Analysis and Insights
• Employee Training and Engagement
• Performance Measurement
• Building relationships with customers
• Collaborating with other departments
• Budgetary/profit and loss management

Important Skills
• People management
• Budgetary management
• Organization and  communication
• Being analytical, with an understanding of complex data
• Problem solving
• Team building/directing

Qualifications:
•  Education: Bachelor’s degree in Business Administration, Communication, Marketing, or any related fields.
• Head of Call Centre Vacancy at INOI Finance Tanzania Limited