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Call Center Manager

Habesha Breweries S.C. HQ

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Business

Business Management

Addis Ababa

1 Position

2025-12-12

to

2025-12-21

Required Skills

analyze call center activities

Fields of study

Art

Full Time

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Job Description

Responsible for setting up and continuously improving the contact center, ensuring customer satisfaction through timely issue resolution, leading strategic planning and team management, and collaborating with field teams to support a smooth and efficient customer journey aligned with company goals.

Key Responsibilities

  • Lead and oversee all aspects of the contact center operations, ensuring efficient order taking, fulfilment, customer service, and new outlet acquisition support.

  • Recruit, train, and continuously develop a high-performing team of tele sales agents while fostering a positive, customer-focused culture.

  • Develop and implement strategies to improve customer satisfaction, service quality, and operational efficiency, including digitalization and process optimization.

  • Monitor and analyze key performance indicators (KPIs) call effectiveness, fulfilment rates, and customer feedback to drive data-based improvements.

  • Ensure proper resource planning, budgeting, and infrastructure alignment in collaboration with IT and regional/global teams to support smooth operations.

  • Manage stakeholder relationships with field sales, back-office teams, and external partners such as employment agencies.

  • other functions/projects leveraging the contact center’s capabilities.

  • Prepare and present performance reports, ensure quality assurance standards, and handle escalations or emergencies effectively.

Job Requirements

Education

  • Degree

  • +- certification (BSc or BA) in Arts, Science, & other relevant disciplines

Experience

  • At least 2 years of proven experience in Sales management

  • Experience in managing customer care and/or contact center operations will be an added advantage

  • Excellent verbal and written communication skills and the ability to summarize and present data in an organized, concise manner.

Language

  • Amharic, English and other local languages (Preferred)

How To Apply

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Fields Of Study

Art

Skills Required

analyze call center activities

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