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 actionab...