Manager Call Center

 Tanzania jobs and Employment > Management & Executive

Manager Call Center

CRDB Bank Plc

Application Deadline: Mar 1, 2014

Position Description:

Source: The Guardian February 10, 2014
CRDB Bank PLC is the largest bank in Tanzania in terms of Total assets with network of over 100 branches throughout Tanzania. Established on 1^st July 1996,its is owned by more than 11,000 shareholders and is one of the fastest growing banks in the country offering a wide range of microfinance, agent banking, retails, SME and corporate banking service. Additional information about the bank can be obtained from our website http://www.crdbbank.com
CRDB bank plc is urgently looking for suitable persons to fill vacant positions that exist in the department of marketing research and customer service at the head office
Summary of main responsibilities
·         Driving the strategy for a full-fledge multilingual call center  both inbound and outbound with the view of creating a virtual customer experience for the customers of the bank
·         Prepare annual budget plan for the center to ensure that all activities and expenses are controlled within the agreed limits
·         Manage, lead and motivate staff to achieve the set performance targets for the center within the specified time and ensure the operational level of excellence is maintained
·         Ability to initiate, launch and manage various call campaigns as per requirements of the business units
·         Manage service level agreement (SLA) with suppliers of key system to the call center to ensure that quality service are offered as per expected level of performance and standards
·         Manage customer response time with the respective business  units on customer complaints, queries to ensure that solutions are availed to customers in a timely as per banks standard
·         Monitor and control optimal staffing  levels and devise or create a conducive working environment  at the center that will foster quick delivery of solutions to customer’s problems  and service innovations to ensure there is smooth  delivery of service to customers in line with the overall business strategies
·         To carry out any other related duties as may be assigned by the relevant director

Academic qualifications
Degree/advanced diploma or its equivalent in business administration from recognized training institutions. Possessions of s master’s degree will be an added advantage

Experience
The candidate should have minimum 5 years’ experience in a call center of which at least 3 years must be as a call center supervisor /manager. Having experience of both inbound and outbound call operations and at least mange a call center team size 50 or above. The call center may be of any industry telecom, insurance, banks, utilities etc.Aplications from call center expert from different industry will also be considered.

Remunerations
CRDB BANK Plc offers competitive remuneration and benefits. Successful candidates will receive attractive and competitive package commensurate with demands of the position

Application Instructions:

Interested candidates who meet the above criteria should submit an Application Letter accompanied with copies of academic transcript, certificates and with detailed up to date CV with two work related referees addressed to the Director of Human Resource .Only applicants shortlisted for interview will be notified. E-mailed & faxed applications will not be accepted.
Director of human resources
CRDB Bank Plc
P.O.Box 268
Dar es Salaam
Tel:022-2117441/7
E-mail: dhr@crdb.com
Website: http://www.crdb.com