Call Center Manager

"
OrganizationAsan KhedmatLocationKabul
NationalityAfghanSalary RangeAs per NTA Scale
Employement TypeFull TimeContract DurationOne Year-Possibility of Extension
EducationDiploma or equivalentExperienceAt least 4 Years
GenderMale/FemaleVacancy NumberAsan-054
Number of Jobs1Announcement Date10/31/2017 12:00:00 AM
Closing Date11/10/2017 12:00:00 AM

About Asan Khedmat:

The Government of Afghanistan has established a new initiative called Asan Khedmat, which operates under the auspices of the Ministry of Finance (MoF), and is a one-stop shop for public services. Asan Khedmat will contribute to improving the efficiency and effectiveness of the Afghan Government and enhance the responsiveness to the needs of the Afghan citizen. The center will deliver quality services in an inexpensive and timely manner and improve the relation between the citizens and the government. The effect will be to strengthen the democratic system in Afghanistan.
The government of Azerbaijan will provide technical support in all aspects of this initiative.
The development and implementation of the initiative will involve:
Construction of an administration building and the Asan Khedmat Centers in Kabul and throughout the country.
Training.
Administrative structures and capacity building.
Information Technology.
Process simplification of public services.

Job Description:

General Purpose:
A call center manager is involved in managing the facilities and the agents, making sure that the resources are used properly and responsibly, and creating plans for the development and the improvement of the staff. A call center manager ensures targets are met by coordinating with clients and the call center staff.
Main Tasks and Responsibilities:
-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 (customer service metrics etc.)
-Hire, coach and provide training to personnel to maintain high customer service standards
-Monitor and improve telephone handling and other procedures
-Evaluate performance with key metrics (accuracy, call-waiting time etc.)
-Prepare reports for different departments or upper management
-Determines call center operational strategies by conducting needs assessments, performance reviews and capacity planning.
-Identify and evaluating the technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards.
-Contributing information and analysis to organizational strategic plans and reviews.
-Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
-Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
-Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
-Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
-Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
-Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
-Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job Requirements:

Requirements:
-Proven experience as call center manager or similar position
-Experience in customer service is required
-Knowledge of performance evaluation and customer service metrics
-Solid understanding of reporting and budgeting procedures
-Proficient in MS Office and call center equipment/software programs
-Outstanding communication and interpersonal skills
-Excellent organizational and leadership skills with a problem-solving ability
-Positive and patient
-Bachelor or equivalent; Higher degree in a relevant discipline will be appreciated
-Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Submission Guideline:

Vs with cover letter should be submitted ELECTRONICLY. Please include position title in the subject line of the e-mail. Only short listed candidates whose application responds to the above criteria will be contacted for interview.

Submission Email:

vacancies@asan.gov.af