Call Center Manager – Job Ref: 26

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Call Center Manager

Job Description

Call Center Manager Duties and Responsibilities

  • Ensuring that proper call procedure are followed
  • Ensuring that confidentiality of customer information is maintained
  • Implementation of new working procedures in the operation process
  • Addressing the executives and teal leaders about changes in a certain process
  • Checking that calls quality is maintained
  • Making arrangements for training of new joiners and refresher trainings to existing staff
  • Coaching, motivating and retaining staff and coordinating reward and incentive schemes;
  • Analyzing performance statistics and making decisions on the basis of these statistics improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
  • Attending to the issues of the staff and trying to find a solution
  • Reviewing the performance of staff, identifying training needs and planning training sessions;
  • Handling the most complex customer complaints or enquiries

Job Requirements


The skills and specifications that a call centre manager must have are as follows:

  • Problem solving skills
  • Should be motivating in nature
  • Excellent telephonic skills
  • Must have training skills
  • Good knowledge about customer satisfaction
  • Impressive communication and interpersonal skills.

Education and / Experience:

  • A degree in management studies or consumer studies is also compulsory.
  • Any candidate applying for the position of a call center manager must have work experience in a call center or any call center related activities for three years

Language Skills

  • English and Zambian local languages

Computer Skills

  • Strong in Microsoft Power point
  • Strong in Microsoft Excel spread sheet
  • Strong in Microsoft word

How to Apply

To apply for this job please visit

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