Addis Ababa, Addis Ababa
Zokida Consult PLC
Our Company, Zokida Consult Plc is currently working with Resel PickPick ICT PLC on launching a new meter taxi, called PickPick Taxi on the streets of Addis Ababa. Zokida is the technology consulting partner of PickPick Taxi, unlike the conventional meter taxis in Addis, Pickpick taxis are equipped with high-end technology tools that offer high-class experience and comfort to passengers. In addition, all taxis will be monitored centrally at Zokida Consult offices with further related tasks. Hence, to successfully launch and operate this project we are looking for professionals to work with us. Job briefWe are searching for a dedicated, supportive Call Center Supervisor who can coach and motivate call center representatives as they field calls from clients. The Call Center Supervisor will hire employees and assist in the training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.Responsibilities • Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.• Ensuring operators understand and comply with all call center objectives, performance standards, and policies.• Answering operators’ questions regarding best practices or difficult calls.• Identifying operational issues and suggesting possible improvements.• Monitoring and evaluating operators’ performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• Preparing reports and analyzing data to assist management as they determine call center goals.• Working with other supervisors and management team members to support operators and maximize customer satisfaction.