Lydia Contact Centre Manager
DKT International Ghana
2h ago
source :, LLC
  • Department : Programs / Technical
  • Directly reports to : General Manager- Programs / Technical
  • Job Summary

  • Manage relationship with Service Provider in system settings, external servers, standard agents and privileges to deliver an infrastructure that enables contacts from both Liberia and Sierra Leone.;
  • Manage, motivate and monitor Contact Center Operators to ensure increased productivity and customer satisfaction.
  • Develop and implement strategies that ensure that the Contact Centre becomes an integral part of DKT’s marketing, and demand generation tools.
  • Specific Duties and Responsibilities

  • Help develop strategies to increase overall productivity of the contact Centre functionality.
  • Coordinate meetings, focus groups and coaching to improve performance
  • Effectively explain techniques and procedures to the midwives
  • Apply call centre regulations and policies
  • Keep up-to-date on knowledge of all the tasks related to the service and the various programs, as well as the System and telecommunications capabilities;
  • Manage workers’ activities on a daily basis and assess their performance
  • Follow-up to ensure task performance ;
  • Provide constructive feedback and training for call centre agents to ensure good performance
  • To express the needs and problems of call centre agents at higher levels of management
  • Keep weekly dashboards on indicators and statistics expected linked through DKT’s CRMs
  • Hold meetings with industry players to expand the network of partners ;
  • Other Duties

    Perform other duties as may be assigned by Programs Manager periodically. Ensure confidentiality in the handling of all business-related issues.

    Position Objectives

  • Contribute to achievement of overall program goals.
  • To ensure accountability and monitoring efficiency in DKT’s marketing activities.
  • To help in the achievement of DKT’s sales targets through referrals
  • To assist in making DKT’s brands the topmost brands in their categories.
  • Ensure Proper Management and utilization of budget and expenditure
  • DKT Ghana values :

    Performance, Teamwork, Integrity, Customer focus, Value for money, Timeliness.

    Required Skills or Experience

  • Bachelor degree with at least 2 years of work experience in similar position,
  • Knowledge of Microsoft Office and Windows based computer application and database management (MS Excel)
  • Must have a good presentation skill. Sufficient knowledge in the operations of Contact Centre infrastructure, features and basic maintenance.
  • Ability to use logic and reasoning to weigh the pros and cons of alternative solutions.
  • Reliability Be trustworthy, reliable and accountable to obligations.
  • Integrity Be honest and be ethical.
  • Strong a analytical skills
  • Strong interpersonal skills
  • Writing & communication skills
  • Enthusiasm and initiative
  • Strong organizational skill
  • Attention to detail Pay attention to detail when performing tasks.
  • Cooperation Be friendly and pleasant with co-workers, maintain a good attitude.
  • Stress Tolerance Have the ability to accept criticism and calmly and effectively negotiate with stressful situations.
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