Job Title: Customer Care Supervisor
  1. Implementation of Customer Care Culture
  2. Management and leadership of Call Centre and branch team leads
  3. Management of Call Centre branch service level within agreed standards
  4. Provision of high standard of service delivery for all walk in customers and inbound customers
  5. Ensured customer retention levels are maintained within agreed standards
  6. Retention support to Dealers
  7. Ensure performance management of all staff
  8. Ensure implementation of Quality Assurance standards
  9. Ensure adherence to laid down policies and procedures
  10. Ensure continuous improvement of customer care processes
  11. Ensure management of Outbound calls to customers to drive retention
  12. Manage Churn and retention projects
  13. Analysis of reasons that customers churn
  14. Management of Branch Audits
  15. Manage service level agreements
  16. Develop and communicate functional policies and procedures
  17. Ensure Stock management and Cash reconciliation for all branches is done on daily basis
  18. Complete Daily, weekly and monthly reports
  19. Ensure adequate staffing for the customer service areas
  20. Manage Departmental budget
  • (Personal capabilities, which are critical to the production of quality outputs)
  • Business Policies and Procedures
  • Labour laws
  • Legal Contracts Understanding
  • Product/Service Knowledge
  • Project Management
  • Call Centre Knowledge
  • Management Information Systems
  • Financial Understanding
  • Human Resources Understanding
  • Branch Management
  • Systems knowledge
  • Management information system
  • Strategic Thinking
  • Assertiveness
  • Planning/Organising Skills
  • Communication Skills (Verbal and Written)
  • Leadership Skills
  • Negotiation Skills
  • Relationship Building/Diplomacy/Tact
  • Conflict Management
  • Analytical Skills
  • Customer service orientation
  • Decision-making
  • Problem solving
  • Attention to detail
  • Idea generation
  • Priority setting
  • Project Management
Personal Qualities
  • Leadership
  • Planning & Organising
  • Commercial Awareness
  • Problem Solving & Analysis
  • Action Orientation
  • Interpersonal Sensitivity
  • Flexibility
  • Assertiveness
  • Personal Motivation
  • Quality orientation
  • Persuasiveness
  • Resilience
  • Deadline driven
At least 5 years experience in Operations/Customer Service environment, 2 of which must be at a supervisory level.
To apply for this job email your details to
Related Posts Plugin for WordPress, Blogger...

Popular Posts


AB Bank Zambia Abt Associates ACC Anti Corruption Commission Zambia Access Bank Accountant Administration Afdb African Development Bank Agriculture Airtel Zambia Atlas Copco Zambia AU African Union Aviation Jobs AWF African Wildlife Foundation BancABC BANKING JOBS Barclays Bank Zambia Blantyre BOZ Bank of Zambia British Council in Zambia CARE INTERNATIONAL ZAMBIA Cavmont Bank Center for Infectious Disease Research in Zambia CHAI Clinton Health Access Initiative Chamber of Mines of Zambia Chibombo Chililabombwe Chingola Chipata Chirundu Choma Citibank Civil Engineer Climate Change and Environment COMESA Community Development Jobs Consultancy Copperbelt Copperbelt Energy Corporation Copperbelt University CRS Catholic Relief Services Customer Care Customer Support - Technical Support Danish Refugee Council DBZ DEVELOPMENT BANK OF ZAMBIA Democratic of the Congo Driver Jobs ECOBANK ZAMBIA Economist Education EGPAF Elizabeth Glazer Pediatric AIDS Foundation ELECTORAL COMMISSION OF ZAMBIA Electrical Engineering Environmental Jobs ERB Energy Regulation Board ESAMI Eastern and Southern African Management Institute FHI360 Finance Finca Malawi FINCA Zambia First Quantum Minerals Ltd FNB FIRST NATIONAL BANK ZAMBIA Food and Nutrition GOVERNMENT JOBS Graduate Trainee Health Hospitality Jobs HPCZ Health Professions Council of Zambia Human Resources Human Rights ICT JOBS Insurance Jobs Internship IRC International Rescue Committee Islamic Relief Jhpiego Kabwe Kalulushi Kalumbila Kasama Kasumbalesa Kitwe Konkola Copper Mines plc Lecturer Legal Aid Board Legal Jobs Librarian Lilongwe Livingstone LMC Lumwana Mining Company Limited Lubambe Copper Mine Limited Lumwana Lusaka Lusaka University Maamba Collieries Limited Malawi Jobs Marie Stopes Zambia Marketing Mazabuka Mechanical Engineering MEDIA AND COMMUNICATIONS MEDICAL STORES LIMITED Mining Jobs Ministry of Gender and Child Development Ministry of local government and housing MKUSHI Mongu Monitoring and Evaluation Mopani Copper Mines PLC MPIKA MTN Zambia MU MULUNGUSHI UNIVERSITY Mufulira NAPSA National Pension Scheme Authority National Airports Corporation National Milling Corporation NCC NATIONAL COUNCIL FOR CONSTRUCTION Ndola NEPAD NFNC National Food and Nutrition Commission NGO JOBS NHA National Housing Authority NLACW National Legal Aid Clinic for Women NPA National Prosecution Authority NRFA National Road Fund Agency NU Northrise University OXFAM PACRA Patents and Companies Registration Agency PACT PATH INTERNATIONAL PC Population Council Peace Corps Zambia PIA Pensions and Insurance Authority Plan International Procurement Jobs Project Manager PSI Puma Energy International Purchasing - Supplies Manager PwC RDA Road Development Agency Records Management Research Restless Development Rural Electrification Authority SADC Southern African Development Community Sales Sandvik Save the Children SCHOLARSHIPS Security Jobs SNV ZAMBIA Solwezi Standard Chartered Bank Statistician SUPPLY CHAIN Teaching Jobs Telecommunications The World Bank UN United Nations UNDP UNICEF UNZA University of Zambia US Embassy in Zambia USAID Zambia Veterinary Council of Zambia Volunteering VSO Voluntary Service Overseas WaterAid Zambia WFP World Food Programme WHO World Health Organization Workers Compensation Fund World Vision WWSC Western Water and Sewerage Company Zambia Banks Zambia Breweries Plc Zambia Catholic University Zambia Red Cross Society Zambia Sugar Plc Zamtel Zanaco Zambia National Commercial Bank ZAWA Zambia Wildlife Authority ZDA Zambia Development Agency ZEMA Zambia Environmental Management Agency ZESCO Zambia Electricity Supply Corporation Limited ZICA Zambia Institute of Chartered Accountants ZICTA Zambia Information n Communications Technology Authority Zimbabwe ZIPAR Zambia Institute for Policy Analysis and Research ZNBS ZAMBIA NATIONAL BUILDING SOCIETY ZRA Zambia Revenue Authority ZTB Zambia Tourism Board ZWMA Zambia Weights and Measure Agency