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Call Center Manager

Permanent employee, Full-time · TZ - NH

About us
Mobisol Group is a leading global player in decentralised solar electrification. Driven by market demand for off-grid solutions beyond lighting, Mobisol designs, distributes and services large solar systems, seamlessly integrated with proprietary pay-as-you-go (PAYG) software. By combining the latest high-tech solar hardware with mobile payment technologies, the Berlin based company ensures affordability through flexible payment plans. Mobisol enables rural families and businesses to power a wide range of compatible appliances, such as televisions and stereos, thereby improving people's standard of living and enabling incremental income from new solar-powered businesses. With over 750 employees, Mobisol runs its own operations in Tanzania, Kenya and Rwanda, while providing hardware and software solutions through a growing network of B2B partnerships in another nine countries worldwide.
What this job is about
The Call Center is a shared Services.  Call Center Manager is responsible for execution of operational excellence through optimization of resources that employ a customer centric focus aimed at delivering a consistently customer experience with Mobisol products and services. Call Center manager is responsible will all the operations and teams productivity within the call center.
Your tasks
  • Managing the daily running of the call center, including:
    • Supports strategic marketing initiatives to increase leads and referral generation.
    • Supports products launching initiatives and markets surveys for new products
  • Collecting and analyzing call-center statistics, preparing reports, rates performance levels and taking strategic actions to improve productivity.
  • Supports development and aligning call center operations strategic tools with other departments.
  • Planning, approving and adhering to the department budget.
  • Developing and implementing call center operating standards.
  • Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings
  • Develop a Quality assessment program that ensures evaluation are done consistently, identifies needs and recommends coaching or training as needed
  • Drive Call Center growth as a revenue earner in order to mitigate risks associated with operational processes
Your Qualifications
  • Degree/Diploma in IT, Business Administration or its equivalent.
  • Experience of 3-4 years in the Call Center Industry.
  • Knowledge of Call Center operations and systems
  • Strong and proven subject-matter expertise, including experience with customer relationship, outbound telemarketing (Tele sale) management techniques, knowledge of WFM solutions and of PBX, X-Cally technology and processes.
  • Understanding of the local business environment 
  • Knowledge of the relevant legislation pertaining to the country
  • Business acumen and commercial awareness.
  • Knowledge of basic financial principles
Your Perspective
The position has a direct reporting to the Senior Head of Service Assurance will open new insights and understanding of the Renewable Energy customers in a fast growing international company. With opportunities to progress both professionally and personally in a multicultural organization and motivated team.
How to apply
 If your are interested in this position, please apply by clicking the below button. Make sure you have attached:
  • C.V
  • Motivational Letter
Mobisol provide equal opportunity for every one despite their race, color and physical disabilities.

Thank you for considering a career at Mobisol

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