Addis Ababa
LonAdd Consultancy PLC( Recruiter/ 86214)
LonAdd HR Consultancy Plc (www.lonadd.com) is a Recruitment & Outsourcing Company based in Addis Ababa, Ethiopia, with branch offices in Dukem and Hawassa.  We are recruiting a Call Center Manager for an international company engaged in the business process outsourcing sector.Summary: The Call Center Manager is the first level management contact on day day-to-day operations management and is responsible for delivery of client SLA; client management and handling escalations and ensuring quick resolution of issues through leading, guiding, coaching and mentoring the operations team to ensure achievement of operational efficiencies, and achieve operational KPIs. The Call Center Manager is expected on a daily, weekly and monthly basis to analyzing MIS reports to capture trends; including shift scheduling; agent utilization; shrinkage and suggest areas of improvement. Call Center Manager coordinates with other functions on workforce management; and manpower requirements to ensure adequate staffing based on process requirement, attrition trends, and process complexity. Ensure SLA compliance by regular quality checks and reviews; identify gaps, process improvement opportunities; and proactively address them. Front-end with the client on all day-to-day process related matters; interact with the client on a regular basis to determine the level of satisfaction and ascertain areas of improvement based on client feedback. Provide input for value addition services to client for their consideration.Participate in resolving employee issues in conjunction with the Human Resources function. Appraise each supervisory aligned to him/her; create a development plan for each supervisor and identify training needs. Inculcates a strong customer service ethic in the team through active communication, regular updates; huddles and daily briefing sessions. Undertake coaching and mentoring; drives reward and recognition in conjunction with Human Resources; and actively participate in the performance management process.Provides input for organizational improvement on policies and procedures.