Outbound Business Lead

A career opportunity in one Zambia’s leading Customer Service solution providers.
The organisation provides quality Contact Centre solutions to corporate, government and non-governmental organisations offering a variety of customer engagement services including Inbound customer queries, outbound tele-marketing promotional services and incident management services among others.
As Outbound Business Lead, you will report to the Operations Manager and you will manage all business and operational aspects of the Outbound contact centre service segment. You will be expected to ensure that Client Care Solutions delivers and exceeds all set Outbound performance KPI’s. You will also lead and manage a group of outbound team leaders.
Key Responsibilities
manage all outbound activity including product upselling, tele-sales/marketing, surveys and campaigns among others, exceeding minimum set performance standards by BPO structured performance contracts and Service Level Agreements
coach and conduct staff skill development activities
Hosting 1-2-1’s and team meetings
manage end-to-end service quality through call monitoring, quality feedback sessions, etc
deliver comprehensive daily, weekly and monthly outbound reports for management and partners
closely monitor team performance and identify gaps for coaching and training
keep up to date with any changes in client sentiments and perceptions affecting uptake of the BPO partner product offering
deliver the allocated part of the operation within agreed budgets, service levels and business targets
drive culture within the team that will promote excellent performance and ensure a motivated environment for Team Leaders
Key Requirements
A diploma in business administration, Information Technology or equivalent qualification
A Bachelor’s degree will be an added advantage
4+ years’ experience in outbound and/or back-office contact centre operations
Outstanding interpersonal and communication skills for interacting with customers via phone and other digital channels
Excellent leadership and communication skills
Ability to maintain composure under stressful conditions
Excellent reporting skills
Must work with integrity in all interactions and strive for excellence in all aspects of the job
Essential Skill Sets and Competencies
The role requires an individual with a deep commitment to the opportunity in the long term. Other required knowledge, skills and competencies include:
excellent communication skills, both written and verbal
strong interpersonal skills to be able to deal with people at all levels
analytical skills to interpret data and trends
strong customer focus, guided by follow-up and follow-through and excellent telephone manner
leadership skills and the ability to motivate and develop staff
the ability to work well in teams
confidence and good business sense
the ability to set, meet and exceed targets
a focused and self-motivated approach to work
a flexible attitude and the ability to manage change
On Offer
A competitive financial package will be negotiated according to skills and experience. All applications will be handled discreetly and confidentially.
To apply for the role, visit https://form.typeform.com/to/hkeLAW37
or visit www.clientcare.solutions/vacancies
Deadline for receiving applications is Friday 26th March 2021.
Seniority Level
Operations
Employment Type & Location
Permanent, Full-time
Lusaka, Zambia
Industry
Customer Service
Call Centre
Business Process Outsourcing
Job Functions
Team Coordination
Customer Support

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