#Position 14: Senior Call Center Management Officer
Duty Station: Head Office
Required Competency
• The ability to discover the needs of customers and strive to deliver services and products to meet these needs and deliver high quality services within the available resources.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Solid knowledge of online customer engagement platforms and channels.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Positive attitude to work and change.
• Strong collaboration ethic, with ability to collaborate with teams from cross-functional disciplines.
• Decisiveness and attention to detail.
Qualification & Experience:
MA/BA degree in Accounting, Economics, Management and other Business related fields and Minimum of four years related banking experience for BA or three years for MA.
Main Roles and Responsibilities
• Delivering a comprehensive service to enquiring customers
• Manage and monitor all activities of a call center on a daily basis.
• Ensure customer inquiries are answered promptly.
• Assist and support call center staff in handling customer traffic.
• Schedule and monitor all call center activities.
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls
• manage the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
• undertake needs assessments, performance reviews and cost/benefit analyses
• set/meet performance targets for speed, efficiency, sales and quality
• ensure all relevant communications and data are updated and recorded
• advise clients on products and services available
• liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• maintain up-to-date knowledge of industry developments and involvement in networks
• monitor random calls to improve quality, minimize errors and track operative performance
• review the performance of staff, identify training needs and plan training sessions
• record statistics, user rates and the performance levels of the center
• prepare reports on these statistics, rates and performance levels
• handle the most complex customer complaints or enquiries organize shift patterns and the number of staff required to meet demand
• coach, motivate and retain staff
Duty Station: Head Office
Required Competency
• The ability to discover the needs of customers and strive to deliver services and products to meet these needs and deliver high quality services within the available resources.
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Knowledge of management principles and familiarity with company products, services, and policies.
• Strong coaching and leadership skills, ability to motivate employees.
• Solid knowledge of online customer engagement platforms and channels.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Positive attitude to work and change.
• Strong collaboration ethic, with ability to collaborate with teams from cross-functional disciplines.
• Decisiveness and attention to detail.
Qualification & Experience:
MA/BA degree in Accounting, Economics, Management and other Business related fields and Minimum of four years related banking experience for BA or three years for MA.
Main Roles and Responsibilities
• Delivering a comprehensive service to enquiring customers
• Manage and monitor all activities of a call center on a daily basis.
• Ensure customer inquiries are answered promptly.
• Assist and support call center staff in handling customer traffic.
• Schedule and monitor all call center activities.
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls
• manage the daily running of the call center, including sourcing equipment, effective resource planning and applying call center strategies and operations
• undertake needs assessments, performance reviews and cost/benefit analyses
• set/meet performance targets for speed, efficiency, sales and quality
• ensure all relevant communications and data are updated and recorded
• advise clients on products and services available
• liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• maintain up-to-date knowledge of industry developments and involvement in networks
• monitor random calls to improve quality, minimize errors and track operative performance
• review the performance of staff, identify training needs and plan training sessions
• record statistics, user rates and the performance levels of the center
• prepare reports on these statistics, rates and performance levels
• handle the most complex customer complaints or enquiries organize shift patterns and the number of staff required to meet demand
• coach, motivate and retain staff
#BeeksisaHojiiHaaraa_NewJobVacancy
#WarshaaBishaaniiTop
#Top_Beverages_Industries Trading
#Anywhere
Top Beverages Industries Trading
Top Beverages Industries Trading Invites qualified applicants for the following Vacant positions
#Position1_Chemist
Qualification – BSc Degree in Chemistry or Biology field of study with relevant beverage experience is advantageous/ recommended, out of which 2 years as a chemist
Quanitity Required: 4
Experience: 3 – years
Deadline: October 29, 2021
Work Place – Burayu
#Position_2 Junior Electrician
Qualification :- BSc Degree or TVET Diploma in Electrical or Industrial Electricity with with relevant beverage experience is advantageous/ recommended, out of which 2 years as an electrician
Quanitity Required: 5
Experience: 3-5 years
Deadline: October 29, 2021
Work Place- Burayu
#Position_3 – Cleaners
Qualification – 10th grade complete and above with similar experience in any manufacturing industries
Quanitity Required: 2
Minimum Years Of
Experience: 3 years
Deadline: October 29, 2021
Work Place-Addis Ababa
#Position_4 Packing Machine Operator
Qualification – BSc Degree or TVET in Mechanical, Electrical, Industrial, Metal Fabrication or related fields with relevant work experience, out of which 2 years in similar position
Quanitity Required: 4
Experience: 3- 5years
Deadline: October 29, 2021
Work Place – Burayu
#Position_5 Senior Accountant
Qualification – BA Degree in Accounting or related fields with relevant workexperience
Experience: 4- 5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_6 Cost Accountant
Qualification -BA Degree in Accounting or related fields with relevant work experience
Experience:4-5 Years
Deadline: October 29, 2021
Work Place – Addis Ababa
#Position_7Compressor Operator
Qualification – BSc or TVET diploma in Mechanical, Electrical, Industrial or Metal fabrication with relevant beverage experience is advantageous/ recommended, out of which 2 years as a compressor operator
Quanitity Required: 2
Experience: 3-5
Deadline: October 29, 2021
Work Place – Burayu
#Position_8 Driver
Qualification – 10th grade complete & valid driving license with relevant work experience
Quanitity Required: 2
Experience: 4 Years
Deadline: October 29, 2021
#Position_9 Store Clerk
Qualification – Bachelor’s degree or TVET diploma in Accounting, Supply and Business Management with relevant working experience in any manufacturing industries
Quanitity Required: 2
Experience: 2-4 years
Deadline: October 29, 2021
work place- Addis Ababa
#Position_10 Microbiologist
Qualification:- BSc Degree in Chemistry, Biology or Microbiology with relevant beverage experience is advantageous/ recommended, out of which 2 years as a microbiologist
Quanitity Required: 2
Experience: 3 years
Deadline: October 29, 2021
work Place -Burayu
#Position_11 Health, Safety & Environmental Supervisor
Qualification:- BSc Degree in Health science or Environmental health with relevant beverage experience is advantageous/ recommended, out of which 4 years in similar operation
Quanitity Required: 2
Experience: 5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_12 Procurement Manager
Qualification ;-BA Supply and Procurement, Business Management or related fields with relevant beverage experience is advantageous/ recommended, out of which 4 years in similar operation
Experience: 4-6 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_13 Palletizer Operator
Qualification- BSc degree or TVET diploma in Mechanical , Electrical, Industrial or Metal fabrication related fields with relevant beverage experience is advantageous/ recommended, out of which 2 years in similar operation
Quanitity Required: 4
Experience: 3-5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_14 Light Inspector
Qualification- TVET diploma in any natural science studies with relevant beverage experience is advantageous/ recommended, out of which 1 years in similar operation
Quanitity Required: 12
Experience: 2 Years
#WarshaaBishaaniiTop
#Top_Beverages_Industries Trading
#Anywhere
Top Beverages Industries Trading
Top Beverages Industries Trading Invites qualified applicants for the following Vacant positions
#Position1_Chemist
Qualification – BSc Degree in Chemistry or Biology field of study with relevant beverage experience is advantageous/ recommended, out of which 2 years as a chemist
Quanitity Required: 4
Experience: 3 – years
Deadline: October 29, 2021
Work Place – Burayu
#Position_2 Junior Electrician
Qualification :- BSc Degree or TVET Diploma in Electrical or Industrial Electricity with with relevant beverage experience is advantageous/ recommended, out of which 2 years as an electrician
Quanitity Required: 5
Experience: 3-5 years
Deadline: October 29, 2021
Work Place- Burayu
#Position_3 – Cleaners
Qualification – 10th grade complete and above with similar experience in any manufacturing industries
Quanitity Required: 2
Minimum Years Of
Experience: 3 years
Deadline: October 29, 2021
Work Place-Addis Ababa
#Position_4 Packing Machine Operator
Qualification – BSc Degree or TVET in Mechanical, Electrical, Industrial, Metal Fabrication or related fields with relevant work experience, out of which 2 years in similar position
Quanitity Required: 4
Experience: 3- 5years
Deadline: October 29, 2021
Work Place – Burayu
#Position_5 Senior Accountant
Qualification – BA Degree in Accounting or related fields with relevant workexperience
Experience: 4- 5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_6 Cost Accountant
Qualification -BA Degree in Accounting or related fields with relevant work experience
Experience:4-5 Years
Deadline: October 29, 2021
Work Place – Addis Ababa
#Position_7Compressor Operator
Qualification – BSc or TVET diploma in Mechanical, Electrical, Industrial or Metal fabrication with relevant beverage experience is advantageous/ recommended, out of which 2 years as a compressor operator
Quanitity Required: 2
Experience: 3-5
Deadline: October 29, 2021
Work Place – Burayu
#Position_8 Driver
Qualification – 10th grade complete & valid driving license with relevant work experience
Quanitity Required: 2
Experience: 4 Years
Deadline: October 29, 2021
#Position_9 Store Clerk
Qualification – Bachelor’s degree or TVET diploma in Accounting, Supply and Business Management with relevant working experience in any manufacturing industries
Quanitity Required: 2
Experience: 2-4 years
Deadline: October 29, 2021
work place- Addis Ababa
#Position_10 Microbiologist
Qualification:- BSc Degree in Chemistry, Biology or Microbiology with relevant beverage experience is advantageous/ recommended, out of which 2 years as a microbiologist
Quanitity Required: 2
Experience: 3 years
Deadline: October 29, 2021
work Place -Burayu
#Position_11 Health, Safety & Environmental Supervisor
Qualification:- BSc Degree in Health science or Environmental health with relevant beverage experience is advantageous/ recommended, out of which 4 years in similar operation
Quanitity Required: 2
Experience: 5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_12 Procurement Manager
Qualification ;-BA Supply and Procurement, Business Management or related fields with relevant beverage experience is advantageous/ recommended, out of which 4 years in similar operation
Experience: 4-6 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_13 Palletizer Operator
Qualification- BSc degree or TVET diploma in Mechanical , Electrical, Industrial or Metal fabrication related fields with relevant beverage experience is advantageous/ recommended, out of which 2 years in similar operation
Quanitity Required: 4
Experience: 3-5 years
Deadline: October 29, 2021
Work Place – Burayu
#Position_14 Light Inspector
Qualification- TVET diploma in any natural science studies with relevant beverage experience is advantageous/ recommended, out of which 1 years in similar operation
Quanitity Required: 12
Experience: 2 Years