Contact Center Operations Manager

Contact Center Operations Manager Jobs in Lusaka at d.light Zambia

d.light Zambia is seeking a dedicated Contact Center Operations Manager to join our team in Lusaka. This role is vital in delivering exceptional customer service through efficient, high-quality contact center operations that put the customer first. If you are passionate about leading teams and driving service excellence, this opportunity to contribute to our mission of transforming lives with sustainable products is for you.

About the Role: Contact Center Operations Manager Jobs in Lusaka

As the Manager of Contact Center Operations, you will collaborate closely with internal teams and external partners to enhance service delivery and improve customer satisfaction. Your leadership will foster a customer-centric culture throughout the organization while ensuring operational targets are met within timelines and budget.

Your primary responsibilities will include:

• Implementing and monitoring key performance indicators (KPIs) to elevate service quality and efficiency.
• Partnering with technical teams and contact center providers to swiftly resolve customer issues and minimize repeat problems.
• Developing the service team through targeted training, coaching, and performance assessments.
• Achieving agreed contact center metrics and operational goals within defined cost parameters.
• Driving continuous operational improvements and executing business-directed initiatives.
• Promoting accountability, efficiency, and a strong customer-first mindset across all contact center functions.

Qualifications and Experience

To succeed in this role, candidates should possess:

• A Bachelor’s degree in Social Sciences, Business Administration, or a related discipline.
• Additional qualifications in call center management or a Diploma in Customer Service Management are advantageous.
• A minimum of five years’ experience in a call center or service industry environment.
• Experience in technology-driven service sectors such as mobile telephony or BPO call centers will be an added benefit.

Skills and Competencies

• Proven leadership and coaching abilities to inspire and motivate teams toward achieving results.
• Exceptional written and verbal communication skills, including report and formal letter writing.
• Strong organizational and multitasking capabilities, with excellent planning skills.
• Effective problem-solving and decision-making aptitude.
• Meticulous attention to detail and strong performance monitoring skills.
• High dependability and accountability in managing operations.

Knowledge and Technical Expertise

• Comprehensive understanding of operational workflows, business processes, and performance management.
• Familiarity with call center industry standards, customer service trends, and standard operating procedures.
• Technical knowledge of service support environments and issue resolution methodologies.

How to Apply

Interested candidates are invited to submit their applications, including a detailed CV, via the following link:

Application Form

Join d.light Zambia and contribute to a transformative mission while advancing your career in one of the leading contact center operations manager jobs in Lusaka.