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Company Description
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Role Description
This is a full-time on-site role for a Digital Call Center Manager located in Maputo. The Digital Call Center Manager will be responsible for overseeing the daily operations of the call center, ensuring customer service standards are met, and managing a team of call center agents. Key responsibilities include monitoring performance metrics, implementing process improvements, providing training and development to staff, and resolving complex customer issues. The manager will also collaborate with other departments to enhance overall customer experience and participate in strategic planning for call center growth and development.
Qualifications
- Strong leadership and team management skills
- Experience in customer service and call center operations
- Proficiency in digital communication tools and CRM software
- Excellent problem-solving and conflict resolution abilities
- Ability to analyze performance metrics and implement improvements
- Strong communication and interpersonal skills
- Knowledge of the finance or banking industry is a plus
- Bachelor’s degree in Business Administration, Management, or related field
HOW TO APPLY
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