Call Centre Manager - Zambia

About the role The Call Centre Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard.

This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development.

Duties and Responsibilities Strategic leadership & Customer Experience Vision.

Contribute to the development of a customer experience strategy that supports business objectives.

Analyse Customer interactions, feedback and data across various touchpoints to identify pain points and opportunities for improvement.

Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership.