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Contact Centres Manager at Wananchi Group



1 week ago

Job Description

Reporting to the Director – Customer Experience, the Manager – Contact Centers will be responsible for Zuku Fiber and Zuku Satellite customer support and post support customer retention in all countries of operation, ensuring:- Client services support in a timely manner and within defined SLAs Customer retention, loyalty, and revenue growth Analysis, Reporting and Feedback Continuous Process Improvement in service delivery processes, performance and products Subscriber billing, payment channels and retention processes Team leadership

Required Knowledge, Skills, and Abilities

  1. 5 years’ experience in a similar role within a business environment responsible for large teams and resource optimization; Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization and resources exist

Education + Experience

  1. University Degree in a Business related field
  2. An MBA would be an added advantage