Wednesday, November 18, 2015
Assistant Manager- Training based in Lusaka
Our client an international consultant with a strong focus in Sub Saharan Africa, has operations in 10 countries with over 6000 employees. The company help clients with experience- centric solutions that empower them in enhancing business efficiencies, streamlining operations and reducing costs. With their internationally recognised delivery model they ensure that they bring the right local skill sets and global experience together to serve their customers better.
The Company is seeking to fill the position of Assistant Manager- Training based in Lusaka.
Reporting to the Senior Manager – Training. The Assistant Manager will facilitate Process Rationalization. He/she will work as a change agent and spread awareness of Quality Concepts and process improvement on the floor Establish and facilitate process documentation. Train employees on quality tools and methodology, Identify and facilitate process improvement opportunities through Cycle Time, TAT, Quality and Productivity analysis.
Primary Responsibilities
The Assistant Manager is responsible for managing a team of Associates. Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues and service problems. Coordinate Escalations. Mentor and assist new hires. Drive adherence to procedures in compliance with the SLA and process
Duties and Responsibilities:
60%
- Ensure employees have a clear understanding of business goals, performance expectations
- Promotes an effective working environment
- Provides leadership while coaching CSA’s to improve skills and ability
- Conducts root cause analysis to identify performance improvement areas
- Provides continuous feedback in the areas of recognition, corrective action and succession planning
- Monitors a minimum of 10 calls per CSA per month (exact number will vary by process)
20%
- Building team cohesiveness through staff meetings, team goal setting and brainstorming
- Working with the Training team, responsible for the development of CSA’s including on the job training, motivation and coaching to reinforce required skills.
- Creates and implements incentives to inspire the achievement of set goals.
- Responsible for follow up and resolution to CSA issues.
15%
- Responsible for the daily operation and productivity of assign projects
- Consults with HR on matters of recruiting, hiring, corrective action and discharge
- Administers company policies and procedures consistent with sound judgment and an element of fairness.
5%
- Works on other projects as requested.
Qualification, skills and Experience
- Degree or Post graduate Diploma in Management
- 2-3 years customer service supervision/management experience, in a call centre environment.
- Good level of understanding of the operations process with respect to manpower scheduling, workflow, work assignments, efficiency, occupancy, project cost analysis, ACD applications.
- Technical Application: PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.), high level of company and product knowledge to ensure the customer is given full and correct information. Keeps up to date with product developments, through self-study on internet.
- Must be flexible to meet the needs of the business, in addition to working before and after team shift.
How to Apply
If this position excites you, please send in your CV and application letter with 3 traceable references one of whom should be your current or former employer by COB Wednesday 20th May 2015 to info@modehrsolutions.com .
We appreciate all those who will apply for the position however we regret that only shortlisted candidates will be contacted.
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