Manager - Call Center
Purpose of the role
The candidate for this role will be responsible for the office, supervising the company's activities within the entity, reporting information to management, ensuring the smooth running of operations, and distributing files fairly and promptly among data entry agents to prevent bottlenecks and optimize overall workflow.
Key Responsibilities
Verify that files extracted by AI are properly received in the ERP system and identify extraction failures through automatic alerts.
Analyze each agent's workload and assign new files to the most available agent, factoring in specific skills such as zone training.
Ensure no file remains unassigned for more than 20 minutes, triggering follow-up in the event of an anomaly.
Reassign files during activity peaks when an agent is overloaded, and report staffing support needs to management.
Detect files that are frequently returned with errors and escalate anomalies to the relevant manager (Quality/Training, OPS Supervisor).
Report information to management and represent the company in dealings with third parties where applicable.
Qualifications & Experience
Two to five years of higher education in Management, Business Administration, Human Resources, Commerce, or equivalent
2 to 5 years of experience in supervision or team management preferred
Experience in managing data entry and/or in a call center is an asset
Advanced ERP proficiency, including shared views, queues, and reassignment
Strong team management skills, with awareness of each agent's strengths and weaknesses
Planning and responsiveness, with the ability to make real-time decisions
Workflow analysis skills to identify slowdowns
Strong internal communication skills to explain assignment decisions
Location: Dar es Salaam
- Department
- Transportation & Shipment
- Locations
- Dar es Salaam
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.