Manager Customer Care

Position Number:                  4320000

Position Title:                        Manager Customer Care

Reports to:                             Head of Customer Services

Direct Reports:                      Customer Care Officers

Department:                             Customer Services

Location:                                  TTCL Headquarter

No of Positions:                    One (1)

 

OBJECTIVE

The Incumbent will be responsible for Effective operation of TTCL's Customer Care Centre(s), management of resources to ensure achievement and excellence in customer service, productivity and sales/revenue objectives.

 

KEY RESPONSIBILITIES

 

1. To develop and manage Key Performance Indicators based on World Class Customer Care Centre standards, ensuring outstanding customer service and consistency with corporate objectives. This entails significant team work with the Manager – Call Center.
2. To plan, organize, direct, manage, and evaluate the customer service activities and budget of an organization
3. To  develop,  implement  and  /  or  manage  the  organizations  customer  service  policies, procedures, standards, and strategies
4. To ensure all customer service activities support and strengthen the strategic objectives of the overall organization
5. To Confer with management and staff coordinating customer service activities
6. To provide analysis on customer feedback and participate with Marketing/Product Development to identify customer needs and feedback on TTCL current services and potential future services.
7. To provide input as  required to  TTCL's corporate planning  processes and  developing sectional objectives and functional plans that support the achievement of TTCL's corporate objectives and the TTCL Strategic Business Plan

KEY ACCOUNTABILITIES 

• Develops and implement Customer Care Strategies
• Develops customer growth and retention programs
• Maintain and develop profitable and appropriate customer relationships within all customer segments
• Develops and managing key performance indicators based on World Class Customer Care Centre standards.
  • Human Resource capacity building and implement succession planning

 

KEY COMPETENCIES/PROFILE

 

• University Degree in business Administration or equivalent education/experience
  • Thorough knowledge and Experience in Call Centre operations gained by minimum 5 years managerial/supervisory role.
  • Thorough knowledge of and considerable experience in customer care demonstrating strong customer focus and interpersonal skills.
  • Working knowledge of marketing and sales practices, procedures and techniques is required.
    • Ability to lead, supervise and coach a large number of people.
    • Must practice and display a high level of commitment to the support and development of employees.
      • Essential management skills for this position:

REMUNERATION

Competitive and attractive compensation and benefits package including medical and insurance cover will be offered to successful candidates.

MODE OF APPLICATION

• Application should be submitted on the Application Form accessible in TTCL website www.ttcl.co.tz
  • You are requested to follow the instructions provided in the application form. Failure to comply with the instructions may lead to disqualification of application form.
  • The job reference number should be clearly indicated in the space provided on the application form
    • If any difficulties when applying contact our system administrator on 022 214 2553, 022 214 2607 during working hours for assistance.
    • Closing date and time: On 6th February, 2015 at 16.30 hrs