Telekom Networks Malawi PLC
Role Overview:
The Manager, Call Centre Operations will oversee and drive excellence in the TNM Plc Call Centre
operations. This role is crucial in ensuring that TNM Plc delivers top-tier customer service, meets
operational targets, and continuously improves service quality.
Key Performance Indicators (KPIs):
1. Customer Experience: Maintain a CSAT score of 85% or higher; a Net Promoter Score of 80% or
higher; and a First Call Resolution rate of at least 90%.
2. Operational Efficiency: Ensure Average Handling Time (AHT) meets targets and maintain 95%
adherence to SLAs.
3. Quality Assurance: Achieve a 90% compliance score on quality evaluations, ensuring 95% of
calls meet quality standards with feedback for agent improvement.
4. Financial and Resource Management: Manage the budget within a 10% variance and optimize
resource allocation for cost efficiency while meeting service goals.
5. Business Performance Reporting: Provide monthly reports with actionable insights, ensuring
KPIs are tracked for continuous improvement.
6. Team Management: Maintain at least 90% employee engagement.
Key Responsibilities:
1. Customer Experience Management: Drive strategies to enhance the customer journey and
ensure service quality metrics like First Call Resolution and Customer Satisfaction Scores are
consistently met.
2. Call Centre Operations Management: Oversee daily operations, optimizing workflows to ensure
efficient service delivery and adherence to service standards.
3. Quality Assurance: Implement and monitor a quality assurance framework to maintain high
service quality, continuously improving agent performance.
4. Business Planning: Develop operational plans and accurately forecast resources and call
volumes to meet strategic goals and service level agreements (SLAs).
5. Business Performance Reporting: Track and report on KPIs like AHT and CSAT, providing
actionable insights and improvement recommendations to senior management.
6. Financial & Resource Management: Manage the call centre budget and optimize staffing to
meet financial objectives while maintaining high service standards.
7. Regulatory & Legal Compliance: Ensure the call centre complies with relevant regulations, internal policies and legal standards.
8. Call Centre as a Service (CCaaS): Lead service enhancements and explore new business
opportunities to expand call centre capabilities and remain competitive.
9. Team Management and Leadership: Develop a high-performing team through coaching and
foster a culture of collaboration, continuous improvement, and accountability.
Qualifications & Skills:
- Bachelor’s degree in Business Administration, Communications, or related field.
- 4 – 6 years of experience in call centre operations management, telecommunication industry will be an added advantage.
- Strong leadership and people management skills.
- Excellent communication, problem-solving, and organizational abilities.
- Proficiency in call centre management systems and data analysis.
- Experience with CCaaS solutions and regulatory compliance.
To apply for this job please visit www.linkedin.com.