Call Center Director job at Bridging Gap Solutions Ltd
168 Days Ago
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Vacancy title:
Call Center Director

[ Type: FULL TIME , Industry: Business Management and Administration , Category: Customer Service ]

Jobs at:

Bridging Gap Solutions Ltd

Deadline of this Job:
Thursday, August 22 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Thursday, August 08 2024, Base Salary: Not Disclosed

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JOB DETAILS:
We are seeking an experienced and strategic Call Center Director to lead and oversee our call center operations. The ideal candidate will have a proven track record in managing large-scale call center environments and a deep understanding of customer service best practices. This role requires a visionary leader who can drive performance, implement process improvements, and ensure a superior customer experience.

Key Responsibilities:
• Leadership & Strategy: Provide strategic direction for the call center, aligning operations with company goals and customer service objectives.
• Operational Management: Oversee the daily operations of the call center, including staffing, budgeting, and resource allocation, to ensure efficient and effective service delivery.
• Performance Optimization: Develop and implement performance metrics and KPIs, continuously monitor results, and initiate actions to enhance service quality and efficiency.
• Team Development: Lead and mentor a team of call center managers and supervisors, fostering a culture of continuous improvement and professional growth.
• Customer Experience: Champion customer-centric initiatives, ensuring that the call center delivers a seamless and positive customer experience.
• Technology & Innovation: Identify and implement technology solutions that enhance call center operations, including CRM systems, telephony, and other tools.
• Compliance & Risk Management: Ensure compliance with industry regulations and company policies, managing risks and maintaining high standards of data security and privacy.
• Reporting & Analysis: Prepare comprehensive reports for senior management, analyzing trends and providing insights to inform strategic decisions.

Attributes:
• Leadership Skills: Ability to lead and motivate a large team, providing direction and support to ensure high performance and morale.
• Communication Skills: Excellent verbal and written communication skills to interact with staff, customers, and stakeholders, and to convey information clearly.
• Customer Focus: Strong commitment to providing excellent customer service and improving the customer experience.
• Organizational Skills: Highly organized with the ability to manage multiple tasks, prioritize work, and ensure smooth call center operations.
• Analytical Skills: Ability to analyze call center metrics and data to identify trends, issues, and opportunities for improvement.
• Problem-Solving Skills: Strong problem-solving abilities to address operational challenges and customer issues effectively.
• Technology Proficiency: Familiarity with call center technologies and software, ensuring the team is using the best tools available.
• Performance Management: Skills in setting performance goals, monitoring progress, and providing feedback and coaching to staff.

Qualifications:
• Bachelor’s degree in Business Administration, Management, or a related field (MBA preferred).
• Minimum of 5 years of experience in a senior call center management or director role.
• Proven experience in driving operational efficiency and customer satisfaction.
• Proficiency in call center technologies and CRM systems.

Work Hours: 8


Experience in Months: 60

Level of Education:
Bachelor Degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.
• If you are a strategic thinker with a passion for customer service excellence, we encourage you to apply. Please submit your resume and a cover letter outlining your qualifications and experience. Include “Call Center Director Application” in the subject line.

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Thursday, August 22 2024
Duty Station: Lusaka
Posted: 08-08-2024
No of Jobs: 1
Start Publishing: 08-08-2024
Stop Publishing (Put date of 2030): 08-08-2066
Apply Now

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  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'330μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`402μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'118μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc336μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`486μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid234μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid275μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Call-Center-Director-job-at-Bridging-Gap-Solutions-Ltd-63774'222μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 1149μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"545μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.18ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin156μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin109μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`181μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'120μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'281μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 5567103μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?152μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?457μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy