NAFASI ZA KAZI / AJIRA TANZANIA
ABOUT US: Mobisol Group is a leading global player in
decentralised solar electrification. Driven by market demand for
off-grid solutions beyond lighting, Mobisol designs, distributes and
services large solar systems, seamlessly integrated with proprietary
pay-as-you-go (PAYG) software. By combining the latest high-tech solar
hardware with mobile payment technologies, the Berlin based company
ensures affordability through flexible payment plans. Mobisol enables
rural families and businesses to power a wide range of compatible
appliances, such as televisions and stereos, thereby improving people’s
standard of living and enabling incremental income from new
solar-powered businesses. With over 750 employees, Mobisol runs its own
operations in Tanzania, Kenya and Rwanda, while providing hardware and
software solutions through a growing network of B2B partnerships in
another nine countries worldwide.Call Center Manager
Permanent employee, Full-time • TZ – NH
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YOUR TASKS
• Managing the daily running of the call center, including:
o Supports strategic marketing initiatives to increase leads and referral generation.
o Supports products launching initiatives and markets surveys for new products
• Collecting and analyzing call-center statistics, preparing reports, rates performance levels and taking strategic actions to improve productivity.
• Supports development and aligning call center operations strategic tools with other departments.
• Planning, approving and adhering to the department budget.
• Developing and implementing call center operating standards.
• Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings
• Develop a Quality assessment program that ensures evaluation are done consistently, identifies needs and recommends coaching or training as needed
• Drive Call Center growth as a revenue earner in order to mitigate risks associated with operational processes
YOUR QUALIFICATIONS
• Degree/Diploma in IT, Business Administration or its equivalent.
• Experience of 3-4 years in the Call Center Industry.
• Knowledge of Call Center operations and systems
• Strong and proven subject-matter expertise, including experience with customer relationship, outbound telemarketing (Tele sale) management techniques, knowledge of WFM solutions and of PBX, X-Cally technology and processes.
• Understanding of the local business environment
• Knowledge of the relevant legislation pertaining to the country
• Business acumen and commercial awareness.
• Knowledge of basic financial principles
YOUR PERSPECTIVE
The position has a direct reporting to the Senior Head of Service Assurance will open new insights and understanding of the Renewable Energy customers in a fast growing international company. With opportunities to progress both professionally and personally in a multicultural organization and motivated team.
HOW TO APPLY
If your are interested in this position, please apply by clicking the below button. Make sure you have attached:
• C.V
• Motivational Letter
Mobisol provide equal opportunity for every one despite their race, color and physical disabilities.
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Call Center Quality Assurance Officer
WHAT THIS JOB IS ABOUT
Call Center Quality Assurance Officer is responsible for call center executives in ensuring that they make quality calls in-terms of giving correct information, are courteous, professional and resolve issues to the desired customer satisfaction standard by assessing both live and recorded calls and scoring them on a balance score card.
YOUR TASKS
• Develop and implement call quality processes and standards designed to improve the overall Mobisol customer experience
• Listen and monitor customer calls (both historic and real time), document required information and ensure call objectives standards are met
• Provide objective assessment about Call center Officers compliance of process and adherence to procedures for calls with customers
• Use the quality call management tool to compile and provide performance review reports
• Design and implement training sessions for weak areas of Call center Agents, and conduct 1:1 coaching sessions
• Use the feedback mechanism to motivate executives via daily mails.
• Ensure call center have standard answers to all customer questions, complaints and concerns, and there is consistency in the way customer’s issues are handled.
• Provide Team support which includes:
o Provide daily/weekly feedback to Team Leaders regarding the quality standards of their representatives
o Develop a weekly plan with the Quality Team to improve call quality among st representatives
o Escalate any roadblocks to supervisor immediately
o Implement ideas for creating a professional, motivating and fun working environment.
• Ensures customer reports are logged in in Solar Hub immediately.
• Call center agents Quality of calls management.
o Monitor representative calls and assignments management
o Assess representative performance based on required quality standards and protocols.
o Conduct 1-on-1 quality feedback sessions with call center executives.
o Coach Call center executives to achieve required quality standards and daily metrics through set call protocols and system processes.
o Mentor and support call center executives to effectively serve customers.
o Evaluate Call center executive quality performance, and enact appropriate disciplinary procedures when required
YOUR QUALIFICATIONS
• Relevant professional experience and academic background in social sciences.BA or diploma in social sciences.
• Proven experience to have worked in a call center for minimum of 1 year. Quality assessment experience will be an added advantage.
• Effective self-management – Good organizational and time management skills
• Excellent oral and written communication skills
• Resilience and ability to work under pressure
• Practical experience in training and/or coaching
• First experience in team supervision and people management as a plus
• Strong and proven subject-matter expertise, including thorough understanding of Call centre operations, experience in a call center environment and use of telephony software
• Passion for Mobisol´s vision to plug in the world
• Fluency in English, local language is a plus
• Good knowledge of Microsoft Office Suite package
YOUR PERSPECTIVE
As a Call Center Quality Assurance Officer you will be able to see the execution of house holds having lights. With a very motivated team and professionals you will be able to grow in your career and also personally
HOW TO APPLY
If your are interested in this position, please apply by clicking the below button. Make sure you have attached:
• C.V
• Motivational Letter
Mobisol provide equal opportunity for every one despite their race, colour and physical disabilities.
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Telesales Quality Assurance Representative
Permanent employee, Full-time • TZ – NH
YOUR TASKS
• Determine telesales quality standards by studying inbound and outbound calls and customer service presentations.
• Conduct test calls to telesales service representatives on new products/existing ones.
• Verify telesales results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.
• Provide feedback to telesales by monitoring calls; monitoring feedback for team and conducting monthly help sessions.
• Evaluate telesales product/service approaches by rating effectiveness of telesales representatives; providing quality ratings; identifying training needs; developing training programs; conducting training.
• Monitor officers’ product knowledge, ability to handle objections and sale closure.
• Direct quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes.
• Contribute to team effort by accomplishing related results as needed.
• Prepare Monthly quality reports for Indirect Sales Managers
YOUR QUALIFICATIONS
• A Degree in social sciences or diploma in social sciences
• 3-5 years’ experience in a training, coaching or sales setting required.
• 1-2 years’ experience in a call center environment preferred
• Effective self-management – Good organizational and time management skills
• Excellent oral and written communication skills
• Supervision Skills
• Listening skills.
• Excellent interpersonal skills.
• Sales and/or teaching ability
YOUR PERSPECTIVE
As a Telesales Quality Assurance Representative you will be able to see the execution of house holds having lights. With a very motivated team and professionals you will be able to grow in your career and also personally.
HOW TO APPLY
If your are interested in this position, please apply by clicking teh below button. Make sure you have attached:
• C.V
• Motivational Letter
Mobisol provide equal opportunity for every one despite their race, colour and physical disabilities.
