Head of Call Center Vacancy at INOI Finance Tanzania Limted

Head of Call Center Vacancy at INOI Finance Tanzania Limted

Job Title: Head of Call Center

Location: Dar Es Salaam, Tanzania 

Experience Required: 7+ Years 

Reporting Line: Customer Services Director/Managing Director 

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 Center Vacancy at INOI Finance Tanzania Limted

Mode of Application: 

Interested Candidates should send their cv to: [email protected] before 25th February  2025. 

Indicate the position you are applying as a letter head of your email.