Manager Contact Centre & Client Education

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Manager Contact Centre & Client Education

  • Post Date:May 11, 2022
  • Views 362
0 Applications
  • Career Level Manager
    Qualification Degree
    Experience 3-5 Years
  • Industry Business
Job Description

Applications are invited from suitably qualified candidates to fill in the position of MANAGER CONTACT CENTRE & CLIENT EDUCATION – LEVEL 7 that has arisen within the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.

Duties and Responsibilities

  • Responsible for the day to day running of the Contact Centre through effective and timeous handling of clients’ queries, complaints and requirements through Contact Centre Management, interdepartmental communications, Human Resource Management
  • Risk Management
  • Manages the Contact Centre operations through effective planning and implementation of robust strategies to increase usage of the channel to support business growth
  • Develops, implements and reviews Contact Centre Operational Policies, Service Standards and Procedures.
  • Recommends the deployment of appropriate software to improve operational efficiencies
  • Develops a framework for the management, analysis, tracking and resolution of queries to optimize client experience.
  • Rolls out digital marketing campaigns across all online platforms and measure response rates
  • Manages all Group social media pages (LinkedIn, Facebook, Twitter, YouTube etc.) and the Group’s centralised switchboard system
  • Defines, designs, documents and constantly reviews all customer related business processes for the Contact Centre.
  • Implements customer relationship and loyalty programs for clients who use the Contact Centre and Mobile App
  • In liaison with other departments, designs procedures to identify recurrent sources of clients’ complaints and take remedial actions to avoid recurrence
  • Resolves and manages grievances, interpersonal conflicts and relations within the contact centre.
  • Takes appropriate measures on indiscipline and poor performance
  • Sets and monitors performance targets of the Agents against set targets and appraise staff from time to time
  • Identifies training needs for contact centre agents and recommends training programmes and recommends appropriate training for agents to keep abreast with technological developments
  • Oversees staffing issues, including an efficient shift work framework.
  • Develops and implements effective risk management systems within the Contact Centre Operations.
  • Communicates with clients on planned maintenance works or any other network disruptions.
  • Provide appropriate analytics, metrics and reports to inform decision making and marketing efforts.

Qualifications and Experience

  • Bachelor’s Degree in a Business Related field. At least 3 years’ experience should be in a Contact Centre management capacity.
  • A certificate in Contact Centre Management – issued by a recognised body an added advantage
  • At least three (3) years’ experience in a similar engagement

Other Attributes

  • Ability to work under pressure
  • Ability to communicate at all levels
  • Ability to work both independently and as part of a team
  • Unquestionable integrity.

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae and certified copies of academic and professional qualifications, by 13 May 2022. All applications should be emailed to [email protected] clearly indicating the position you are applying for as your E-mail Subject Reference and addressed to:

The Director Human Capital
Zimbabwe Revenue Authority
6th Floor ZB Centre
Corner First Street / Kwame Nkrumah Avenue
P. O. Box 4360

NB: All applicants who had responded to previous adverts should not apply.

Please note that only shortlisted applicants will be responded to.