Call Centre Operations Manager

Telekom Networks Malawi (TNM) Plc, one of the leading telecommunications companies in Malawi, is seeking to hire dynamic, creative, innovative, and adaptable, thinking outside the box, collaborative, data-driven and results-oriented individuals to join the commercial team in the following positions:
Position: Manager, Call Centre Operations

Location: Blantyre
Reports to: Customer Experience Director

Grade: C5

Role Overview:

The Call Centre Operations Manager will oversee and drive excellence in the TNM Plc Call Centre
operations. This role is crucial in ensuring that TNM Plc delivers top-tier customer service, meets
operational targets, and continuously improves service quality.

Key Performance Indicators (KPIs):

• Customer Experience: Maintain a CSAT score of 85% or higher; a Net Promoter Score of 80% or
  higher; and a First Call Resolution rate of at least 90%.
• Operational Efficiency: Ensure Average Handling Time (AHT) meets targets and maintain 95%
  adherence to SLAs.
• Quality Assurance: Achieve a 90% compliance score on quality evaluations, ensuring 95% of calls meet quality standards with feedback for agent improvement.
• Financial and Resource Management: Manage the budget within a 10% variance and optimize
  resource allocation for cost efficiency while meeting service goals.
• Business Performance Reporting: Provide monthly reports with actionable insights, ensuring KPIs are tracked for continuous improvement.
• Team Management: Maintain at least 90% employee engagement.

Key Responsibilities:

• Customer Experience Management: Drive strategies to enhance the customer journey and ensure service quality metrics like First Call Resolution and Customer Satisfaction Scores are consistently met.
• Call Centre Operations Management: Oversee daily operations, optimizing workflows to ensure
  efficient service delivery and adherence to service standards.
• Quality Assurance: Implement and monitor a quality assurance framework to maintain high service quality, continuously improving agent performance.
• Business Planning: Develop operational plans and accurately forecast resources and call volumes to meet strategic goals and service level agreements (SLAs).
• Business Performance Reporting: Track and report on KPIs like AHT and CSAT, providing actionable insights and improvement recommendations to senior management.
• Financial & Resource Management: Manage the call centre budget and optimize staffing to meet
  financial objectives while maintaining high service standards.
• Regulatory & Legal Compliance: Ensure the call centre complies with relevant regulations, internal policies, and legal standards.
• Call Centre as a Service (CCaaS): Lead service enhancements and explore new business
  opportunities to expand call centre capabilities and remain competitive.
• Team Management and Leadership: Develop a high-performing team through coaching and foster a culture of collaboration, continuous improvement, and accountability.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Communications, or related field.
• 4 – 6 years of experience in call centre operations management, telecommunication industry will be an added advantage.
• Strong leadership and people management skills.
• Excellent communication, problem-solving, and organizational abilities.
• Proficiency in call centre management systems and data analysis.
• Experience with CCaaS solutions and regulatory compliance.

Interested applicants should submit application letter indicating the position title in the subject line,
Curriculum vitae and copies of certificates to:

The Acting Chief Human Resources Officer
Telekom Networks Malawi (TNM) Plc
5th Floor Livingstone Towers
Glyn Jones Road
P.O Box 3039
Blantyre

Email: vacancy@tnm.co.mw

Closing date for receiving applications is Friday 8th November 2024.

TNM Plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employee.