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.

 

+ Operational excellence & p...