Microcred recrute 01 Directeur de Centre d’appel
Call Center Director (H/F)
Description du poste
In a context of creation of our first centralized call center, we are looking for a Call Center Director (H/F)
We are looking for an experienced Director who is up for the challenge of creating a 80 seat call centre in one year (in- and outbound) using virtual call centre technology and managing central as well as remote agents across Africa.
The Director of Call Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience.
Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics.
Under the guidance of the CIO, your main responsibilities:
- Develop the necessary policies and procedures, creating the documents from scratch, drawing from past experience
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
- Responsible for development and administration of annual department budget to attain business goals with operational stability,
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
- Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
- Manage and expand client and coworker relationships,
- Find and close new revenue opportunities within the existing client base,
- Insure compliance with regulatory agency guidelines and standards.
The Scope
Technical skills:
- Bachelor of Science degree
- Proven experience managing metrics, ensuring customer satisfaction and reporting statistical performance levels related to Call Center,
- Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities,
- Exceptional ability to develop and manage results-oriented recruiting and training programs,
- Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
Vocational skills:
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
- Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
- Occasional travel to clients or trade show required.
The position is based in Dakar, Senegal. Travel abroad in Africa will be required.