Overview
MILVIK (BIMA) is a fast-growing impact and tech company that uses mobile technology to bring insurance and health services to low-income consumers. MILVIK is committed to disrupting the traditional insurance industry and democratizing access to vital services for under-served families globally. Joining MILVIK at this stage offers an opportunity to influence the strategy of a global, growing business. Innovation, diversity, and respect are at the heart of our culture.
Job Title:
Call Centre Operations Manager
Department:
Sales and Service Department
Reporting Line:
Sales and Service Managers
Duty Station:
Dar Es Salaam, Tanzania
Industry:
Insurance and Health Services
Essential Function:
The Call Centre Operations Manager is responsible for overseeing the daily operations of the call centre to ensure efficiency, quality, and customer satisfaction. This role involves managing a team of supervisors and associates, monitoring performance, implementing policies, and striving to meet the company’s objectives in collaboration with other departments.
Key Duties and Responsibilities:
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Operational Management:
- Motivate and manage the performance of the Sales and Service Department in the call centre.
- Foster a strong team culture through team-building activities and motivational techniques.
- Oversee daily operations of the call centre, ensuring all systems and processes run smoothly.
- Monitor and manage key performance indicators (KPIs) such as call quality, call handling time, customer satisfaction, and issues related to mis-selling.
- Implement and maintain call centre policies, procedures, and standards.
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Team Leadership and Development:
- Lead, motivate, and develop a team of call centre associates and supervisors.
- Guide the team to develop a professional work ethic and ensure staff are recognized promptly.
- Identify training needs and provide necessary support to address issues related to sales, customer service, quality, and other weaknesses.
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Strategic Planning:
- Develop and execute operational plans to achieve business goals.
- Analyze call centre data and trends to identify areas for improvement.
- Collaborate with other departments to align call centre operations with the overall company strategy.
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Reporting and Escalation:
- Prepare and present various performance reports and analyses.
- Escalate technical challenges and other issues to the appropriate departments.
- Ensure compliance with company policies and maintain zero tolerance for serious misrepresentations and underperformance.
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Call Center Management:
- Support the recruitment, training, and performance of call centre staff.
- Implement robust systems to manage attendance, timekeeping, and talk-time.
- Ensure the call centre environment supports high performance and a positive culture.
- Introduce and enforce call centre rules and procedures.
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Technical Platforms:
- Report any technical issues to the IT Manager promptly.
- Ensure the effective use of call centre technology and systems.
- Provide MSISDN samples and scenarios to the technical team for troubleshooting.
- Coordinate with IT to resolve any technical issues affecting call centre operations.
The Candidate:
Qualifications:
- Bachelor’s degree in Business, Sales & Marketing, or a related field.
Expertise and Experience:
- 5+ years’ experience in sales and customer service with excellent sales techniques and strategic thinking about customer acquisition and retention.
- 2+ years of leadership experience managing a team.
- Strong communication, interpersonal, conflict resolution, and management skills.
- Customer-focused with a passion for delivering on BIMA's customer promises.
- Optimistic and self-driven with irreproachable professional integrity.
- Working knowledge of Excel.
Please visit www.bimamobile.com to learn more about MILVIK (BIMA), our team, and our successes and impact so far.
Application:
- Deadline for applications: 15th July 2024
- To apply, send your application to careers.tz@milvik.se
