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About the Role:
The job holder will be responsible for managing, overseeing, and leading the customer care functions and activities across Africa. This position is responsible for developing customer care processes and procedures, including service level adherence, customer retention, average handle time, monitoring and goal setting, team management, and transformation.
Responsibilities
- Lead and manage a team of customer service and call center
- Oversee daily operations, performance and quality assurance
- Drive customer satisfaction and retention
- Develop and implement process improvements
- Manage performance metrics abd KPIs
- Coach and develop team members
- Collaborate with other departments to ensure smooth process is on place
- Provide leadership in resolution of complex and high-priority service issues.
- Mange customer complaint and ensure reduction
- Drive and lead transformation initiatives
- Develop policies, procedures and business processes that drive a culture of consistency, dependability, and reliability in customer care department.
- Performs other duties as assigned.
Qualifications
- Leadership and team management
- Customer service expertise
- Proven ability to work effectively with partners.
- Strong communication and interpersonal skills .
- Demonstrated ability to prioritize work
- Problem solving and analytical thinking.
- Years of Experience (Minimum): 5+ years’ experience in call center ,operation and transformation with at least 2 years of leadership role
How to Apply
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