Call Center Manager – MRI Botswana Limited

Job Description

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self- driven and dynamic professionals for the following vacant position tenable in Gaborone.

CALL CENTRE MANAGER

Main Purpose of the Job

Reporting to the Head of Prime Connect the Call Centre Manager will be responsible for providing operational oversight of the Call Centre functions for the delivery of business excellence and customer satisfaction. In line with the departmental strategy.

Key Performance Areas

• Contributing towards the formulation and development of the departmental strategy with the day-to-day operations in the call centre.
• Ensunng legislative compliance of Call Centre operations.
• Monitoring the execution of the Prime Connect plans as approved by MRI and ensuring its functionalrty. reliability and effectiveness
• Establishing and implementing call centre service management standards.
• Ensuring continual functioning and availability of all call centres In alignment with agreed SLA parameters.
• Providing business support and guidance for Call Centre optimization for greater business growth through demonstrating an understanding of Industry trends.
• Developing and implementing effective Call Centre account plans and processes for quality assurance and management of risk.
• Managing and accounting for call centre Inventory.
• Monitoring and tracking customer issues for resolution within reasonable turnaround times.
• Monitoring dispatch of action trigger messages to relevant sections.
• Providing aggregated can centre operational leadership.
• Ensuring service quality levels.
• Ensuring adherence to policies and procedures that govern medical and non-medical call centre functions.
• Managing all SLA contracts, SLA escalations for all vendors’ contracts and relationships with key stakeholders.
• Supporting Head of Prime Connect with managing Prime Connect-specific projects.
• Contributing to MRI strategy growth initiatives by proper guidance drawn on business understanding and expertise to support Programs Manager In aU projects undertaken that are specific to the call centre.

Qualifications and Relevant Experience

• A Bachelor’s Degree in business management, public relations and communications or related field
• Experience In a customer service and business development
• Minimum of five (5) years relevant experience, three (3) of which should have been at a supervisory or managerial level.
• Proven work experience as supervisor or manager in similar role
• In-depth understanding of Business environmenL product, services, and communications technology service tools.

Key Competencies & Skills

• Business Analysis and management
• Strategic thinking
• People management
• Strong communication skills- Verbal presentation and written
• Relationship Management
• Results oriented
• Organisational skills
• Project management abilities
• Leadership and motivational skills

Only applications inclusive of a cover letter, resume and certified certificates will be accepted via the following email address:

ATT: Head of Human Resources Email: [email protected]
Closing Date: 12 October 2022. Note that only shortlisted candidates will be responded to.