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ITM Tanzania Limited career site
Victoria, Tanzanite Park 7th Floor

Call Centre Floor Manger

Requirements

  • Enforce proper services protocols and standard operating procedures for all agents.
  • Ensure that all agents are performing very well.
  • Ensure compliance of for quality assurance
  • Enforce disciplinary actions for non-compliance of SOPs.
  • Identify challenges, formulate solution, and implement them in order to reach successful solution.
  • Respond to call centre issues with urgency and immediacy.
  • Handling personnel issues such as scheduling, attendance, and disciplinary actions when necessary.
  • Create and maintain performance reports to track progress and trends.
  • Provide feedback and recommendations for improving customer interaction.
  • Handle escalated customer inquiries and complaints, resolving issues promptly and effectively.
  • Identify areas of improvement and implement strategies to enhance team performance.

Key Skills and Abilities

  • Proven experience in call centre environment with a minimum of 3 years
  • Strong leadership and communication skills
  • Knowledge of customer service best practices.
  • Excellent problem solving and decision making abilities.

Colleagues

Innocent Mchome
Training & Recruitment Officer

About ITM Tanzania Limited

 

ITM Tanzania is a leading and comprehensive Human Capital Development and Business Solutions Company. Our team of highly qualified, competent, and experienced experts offers services and 360 support to reaching your organization's objectives at the expected timeline.

The company was incorporated under the United Republic of Tanzania's laws in 2018 to represent ITM SARL's vision, mission, and core values.

We are dedicated to providing our clients with top-notch and comprehensive services from outsourcing, recruitment, placement, talent acquisition and nurturing professional training and capacity building, and human resource advisory to industry solution services. We have extensive local knowledge with a participative global perspective to generate lasting value that meet and exceed the demand of our clients and the ever-growing competitive market.

ITM Tanzania was established to provide tailored solutions to our clients and assist them in solving their operational problems in a sustainable, efficient, and effective way.

 

Founded in 2018
Co-workers 204
Turnover 5M
Victoria, Tanzanite Park 7th Floor

Call Centre Floor Manger

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