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Mulonga Water Supply and Sanitation Company Limited, a provider of water and sanitation services in Chingola, Mufulira and Chililabombwe, is inviting applications from suitably qualified candidates for the position of Customer Services Manager (1 Position).
Purpose of the Job
Develop objectives for the call centre’s day-to-day activities, plan resources to maximise productivity, and collect and analyse call-centre statistics, complaints, resolution times and caller waiting times.
Main Accountabilities
Develop objectives for daily call-centre activities and analyse customer-service metrics. Budget and track expenses. Hire, coach and train personnel to maintain high customer-service standards. Monitor and improve telephone-handling and related procedures. Evaluate performance using accuracy, call-waiting time and other key metrics. Develop and implement customer-service policies and procedures. Review customer-service contracts and oversee agreed service levels and standards. Direct daily team operations; plan, prioritise and delegate work. Review complaints, track resolution and handle complex or escalated issues. Monitor reporting and database accuracy. Analyse data to determine customer-service outputs. Improve service quality, productivity and profitability.
Profile
Identify and address staff training and coaching needs.
Knowledge and Skill Requirements
Full Grade 12 School Certificate with merit in English. Degree in a business-related course.
Experience
Minimum five years’ post-qualification experience in a similar role. Knowledge of performance evaluation and customer-service metrics. Solid understanding of reporting and budgeting procedures. Basic financial-analysis experience, including cost-effectiveness and cost-benefit analysis. Proficiency in Microsoft Office and call-centre equipment/software.
Required Skills
Outstanding communication, interpersonal, organisational, leadership and problem-solving skills. Ability to drive a manual motor vehicle.
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