Project Manager, Commercial, Salaried
Press Ganey
Job Level
Mid-LevelSenior
About the role
- Job location: Lilongwe, Malawi. The Contact Center Team serves as the first point of contact for Sun King’s customers. The team assists both prospective and existing customers with product, service, payment, and overall customer relationship related inquiries and forms part of Sun King’s global Customer Care and Call Center teams. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer related inquiries. About the role: We are searching for a dedicated Contact Center Team Manager who can coach and motivate call center representatives as they receive calls from and to clients, and conduct quality assessment of our calls and all interaction points with our customers. The Contact Center Team Manager will head call center employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to coach agents after training by monitoring their progress, ensuring that they acknowledge and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be systematical, contributory, and prepared to act as a resource to the call center agents.
Requirements
- Hold a Bachelor's Degree. Have strong proficiency with technology, especially computers, software applications and phone systems. Have good technical and data interpretation skills. Posses exceptional verbal and written communication skills. Showcase strong interpretation of company products, policies and services. Are able able to coach, train and motivate employees and evaluate their performance. Have excellent Problem solving, guidance, and customer service skills. Are efficient and thorough with passion in customer service. Have the ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
