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Call Center Manager

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Vodafone

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Location:
Congo, the Democratic Republic of the , Kinshasa

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Category:
Call Center

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Run and optimize Call Center Operations, both in-house and outsourced. Ensure efficient service delivery and customer satisfaction. Operate the call center in alignment with the business strategy. Optimize workflows and processes. Usage of technology to ensure maximum first line support and resolution of Customers complex queries. Ensure positive Customer Experience.

Job Responsibility:

  • Run and optimize Call Center Operations, both in-house and outsourced
  • Ensure efficient service delivery and customer satisfaction
  • Operate the call center in alignment with the business strategy
  • Optimize workflows and processes
  • Usage of technology to ensure maximum first line support and resolution of Customers complex queries
  • Ensure positive Customer Experience
  • Hiring, training, and supervising call center staff. This includes scheduling, performance management, and motivating employees to achieve goals
  • Identifying agents training needs and providing ongoing coaching to improve staff skills and knowledge
  • Maintaining clear and effective communication with staff, other departments and senior management
  • Evaluating agents interactions with Customers, providing feedback and coaching staff on best practices
  • Ensure staff motivation through ad hoc programs for personal growth, training and performance recognition (reward)
  • Ensure adherence and proactive management of staff as per required flows, skills, schedules and forecasts
  • Manage the call center budget: controlling costs and ensuring efficient resource allocation
  • Keeping up to date with industry trends, best practices, and new technologies in the call center field
  • Implementing quality control measures to ensure consistent and high-quality customer service
  • Tracking key performance indicators (KPIs) such as call volume, resolution time, customer satisfaction, and sales targets. Analyzing data to identify areas for improvement
  • Preparing regular reports on call center performance, analyzing data, and presenting findings to senior management
  • Develop and maintain reports and presentations in adherence with business needs
  • Provide business analysis to support key decisions
  • Pro-actively liaise with all internal stakeholders, Clients & partners, outsourced operations included, to maintain Call Center effectiveness

Requirements:

  • High School Diploma
  • Relevant Diploma (Business Admin, Financial, Law, Data Management, Communication, IT, Project Management)
  • Call Centre experience
  • Administrative skills
  • Staffing experience
  • Supervisory Experience
  • Knowledge of Call Centre metrics
  • GSM knowledge
  • Financial Services Knowledge
  • Rostering and scheduling
  • Problem solving/analysis
  • Decision Making
  • Time Management
  • General business process and knowledge
  • Labour legislation
  • Routing
  • Bonus incentive
  • Management information systems
  • Statistical methodology
  • PC knowledge
  • Pro efficiency in French & English (Speaking & Writing)
  • Strong and motivational leadership
  • Performance management
  • Excellent verbal and written communication skills
  • Active listening, and conflict resolution
  • Problem-Solving
  • Proficiency with call center technology, CRM systems, and other relevant software
  • In-depth understanding of customer service principles and best practices
  • Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines
  • Understanding of the call center industry, relevant regulations, and best practices
  • Ability to analyze data, identify problems, and develop effective solutions
  • Project management
  • Forecasting
  • Analysis and interpretation
  • Conflict management
  • Motivational
  • Networking
  • Planning & organizing
  • Analyzing and presenting statistical information
  • Business Awareness
  • Teamwork
  • leadership
  • Quality orientation
  • Strategic
  • initiative
  • Problem Solving & Analysis
  • Results-driven
  • Reliability
  • Creativity & Innovation
  • Flexibility
  • Personal Motivation

Additional Information:

Job Posted:
April 11, 2026

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