Gaborone, Botswana
We Are Hiring! Join Our Call Centre Management Team
Retail Group (Pty) Ltd, Botswana’s largest multi-branded food services franchisor, is looking for a highly skilled, results-driven, and dynamic Call Centre Assistant Manager to join our team. As part of this exciting opportunity, you will manage the operations of our call centre, ensuring we deliver exceptional service to our customers and achieve key business performance goals.
Retail Group, a subsidiary of Famous Brands, Africa’s largest branded food service franchisor, offers an unparalleled career path for individuals eager to develop and lead in the customer service sector. If you're an experienced call Centre professional with leadership capabilities and a passion for delivering excellent service, this role is for you!
What’s Your Purpose?
As the Call Centre Assistant Manager, you will be responsible for overseeing the daily operations of the call Centre, ensuring high standards of service delivery, optimizing the use of staff and technology resources, and meeting performance targets. Your role will involve monitoring call centre metrics, managing teams, and ensuring smooth communication between call centre agents, restaurants, and customers. Your leadership will drive continuous improvements, maximize efficiency, and maintain a positive customer experience.
What’s Our Deal to You?
Opportunity to work with Botswana’s largest multi-branded food service franchisor
Gain valuable experience and exposure in managing a high-performing call centre.
Be part of a dynamic and supportive leadership team that values teamwork, growth, trust, and customer care.
Competitive salary and benefits package, with medical aid fully covered by the company.
A role that provides ample opportunities for personal growth and professional development.
A fun, customer-led culture that prioritizes care and teamwork.
Your Roles and Responsibilities Include:
Manage daily operations of the call centre, ensuring smooth and effective service delivery.
Develop and implement strategies to meet call centre objectives, including resource planning, scheduling, and team management.
Collect, analyze, and report on key performance metrics such as sales, upselling, call handling times, and customer satisfaction.
Provide feedback and coaching to agents, ensuring they meet performance standards and deliver exceptional service.
Maintain effective communication between the call centre, restaurants, and customers to resolve issues and address concerns promptly.
Manage call centre staff, including recruitment, training, performance reviews, and disciplinary actions.
Develop and manage the annual call centre budget, ensuring cost-effectiveness and efficient resource allocation.
Stay updated on call centre industry trends and implement best practices for continuous improvement.
Handle complex customer complaints and enquiries, ensuring a high level of satisfaction.
Ensure that all systems and equipment are maintained and perform preventive maintenance as required.
Your Secret Recipe for Success:
A minimum of 5 years’ experience in a similar call centre management role.
Proven experience in customer service and managing call centre teams.
Strong knowledge of performance evaluation metrics and customer service standards.
A solid understanding of reporting, budgeting, and basic financial analysis.
Proficiency in MS Office and call centre software/programs.
Excellent leadership, organizational, and interpersonal skills.
Analytical mindset with the ability to interpret data and drive decision-making.
Positive attitude, patience, and a customer-focused approach.
Ability to work effectively under pressure and meet challenging targets.
Join Our Team and Make an Impact!
If you’re ready to take on the challenge of managing a high-performing call centre in a fast-paced and dynamic environment, we want to hear from you! Apply by Sunday, 16th of March 2025 via the link below: https://retail-group-botswana.talentlyft.com/o/9lU/apply