Assistant Manager, Operations

Job description

D2C Telcare Limited is a business process outsourcing with it’s offices in Roma Park Commercial Lusaka. The company seeks to engage results-driven Assistant Manager, Operations.

This role involves to addressing complex issues, coaching agents, and ensure the team meets its performance targets.

Job Summary

The Assistant Manager supports the Call Center Manager in all areas of call center operations. This includes supervising staff, monitoring performance metrics, and making sure customers are satisfied. This role is vital for driving team performance, boosting morale, and promoting continuous improvement.

Supervise and support a team of call center agents and team leaders, acting as the first point of escalation for complex customer issues. 

1.    Hold regular one-on-one meetings, coaching sessions, and performance reviews with team members. 

2.    Motivate and engage the team to achieve and surpass key performance indicators (KPIs) like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores. 

3.    Manage employee relations, including addressing concerns, resolving conflicts, and giving constructive feedback. 

4.    Fill in for the Call Center Manager when needed, overseeing daily operations and ensuring a smooth workflow. 

5.    Monitor call queues, service levels, and agent availability to make sure staffing levels are appropriate and calls are routed efficiently

6.    Mentor and coach team members to enhance their skills, product knowledge, and customer service techniques

Education and Experience

i)              A bachelor’s degree in a Business Management or related discipline of study.

ii)            2 years’ experience in the same position will be an added advantage

Note: Only those who meet the requirements will be contacted for interviews.

Send your applications by indicating the position applied for and your town of residence in the subject of your e mail.