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Call Center Manager Full-time Job

2023-01-30 15:24   MAnagement   Addis Ababa   44 views
Job Details

Job Description

Job Summary

The Call Center Manager is accountable to the COO and is responsible to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Call Center Manager will also ensure that technology is utilized to a maximum and is responsible for setting, meeting, and exceeding the company’s goals by providing customers with excellent service and helping to motivate his/her team to do the same using key metrics.

The Call Center Manager is responsible to be well-organized, reliable, and results-driven professional. He/she must have a practical mind to solve problems on the spot associated with an ability to see the “big picture of our company” and make improvements.

The Call Center Manager needs to have excellent customer service and communication skills. Relying on experience and judgment to plan and accomplish goals and a wide degree of creativity is expected

Duties and Responsibilities

  • Performs other assigned tasks within the overall scope of his/her role.
  • Develop objectives for the call center’s day-to-day activities
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.)
  • Assume responsibility for budgeting and tracking expenses, if needed.
  • Mentor, coach and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling, and other procedures
  • Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
  • Preparing reports to the COO and CEO and analyzing data to assist management as they determine call center goals.
  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Answering agent questions regarding best practices or difficult calls.
  • Identifying operational issues and suggesting possible improvements.
  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.


Responsible/Report to: Chief Operation Officer (COO)

Our values:

  • Loyalty  
  • Teamwork  
  • Being Positive
  • Respecting others
  • Transparency
  • Creativity 
  • Neutrality 
  • Independence  



Job Requirements


  • Bachelor’s Degree in Management & Master Business Administration (if any) or other related fields.
  • Fluency in English and Amharic, both written and verbal.
  • Excellent organizational and time-management skills
  • Call center, customer service, or supervisory experience may be required.
  • Proficiency with technology, especially computers, software applications, and phone systems.  & ability to use Microsoft Office programs including Excel, Word, Outlook, and PowerPoint in a professional way.
  • Exceptional verbal and written communication skills.
  • Strong understanding of company products, policies, and services.
  • Ability to coach, train, and motivate employees and evaluate their performance.
  • Excellent problem-solving, leadership, and customer service skills.
  • Analytical, efficient, and thorough.
  • Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.


  • Excellent interpersonal and communication skills both written and verbal.
  • Self-starter with the ability to work with minimal supervision.
  • Good organizational, multitasking, and time-management skills.


  • At least 8/10 years’ working experience in a Call Center Operation/service environment or similar.
  • Excellent communication skills and interpersonal skills and the ability to deal with people.
  • Proven administrative and IT skills, and an ability to maintain accurate records.

 Required Training:

  • Training in the field of Call Center and related, (if any).

Physical and personality traits required:

  • Flexible and able to work well under pressure
  • Capable of working collaboratively with team members to achieve objectives..

How to Apply

Interested and qualified applicant can apply through email: myhahuplc82@gmail.com

Feb 9, 2023


Company Description