Core Responsibilities:

• Monitor staff productivity and ensure shift performance on the set ticket numbers

• Cascade performance targets set to the team by interpreting performance indicators and objectives

• Enable performance improvement through coaching and initiating best practice coaching methodology within identified gaps.

• Identify training and development requirements for the back-office agents to enable them to meet their performance targets through working with the QA and training teams

• Assist/intervene and support in noted difficulty areas on a real time basis as a way to offer support in dealing with complex escalations

• Provide hourly update reports on any noted MPESA trend to the Call Center Operations managers

• Act as a first escalation/consultation point when on shift to assist back-office agents to close customer issues promptly. 

• Check service conformance through monitoring of service delivery of back-office agents

• Recommend any gaps in procedures to be revised /improved.

• Initiate disciplinary process on non-performance issues with evidence of documented support initiatives to enable agent performance improvement.

• Successful candidates MUST be willing to work in a shift pattern assignment within a 24-hour operational environment.

Job Requirements

• Must have a degree in a Business discipline / Social Sciences from a recognized university;

• Must have 3+ years working experience in a Retail/Commercial/Customer service Environment

• Must have 1+ years’ experience in people management in a commercial environment

• Proficiency in both English and a local Ethiopian language (Amharic/Oromia/Tigrinya/ Somali/Afar) spoken and written

• Be a team player and willing to collaborate with other teams to ensure delivery of superior Customer Experience

• Experience in the role of back-office support or Team Leader within a Contact Centre environment will be an added advantage

Place of Work: Addis Ababa,

How to Apply

Register using this LINK