N° Offre : 16//05/09/RH /2024
Lieu d’affectation : KINSHASA
Date début: 11 septembre 2024 00:00
Date limite: 19 septembre 2024 00:00
Type contrat: CDI
Genre: FEMME HOMME
Nombre postes : 1
Nombre candidats : 10
Tasks to be performed :
- Analyze the daily performance on the complaint management of the call center & Airtel Money,
- Develop strategies for self-management to reduce calls to the call center,
- Ensure that agents’ knowledge of the call center, data & Airtel money is up-to-date, Ensure the compliance of messages posted on alternative self-service channels,
- Develop new handling procedures: support for call center requests, data & Airtel money)
- Monitor the KPIs of the Cali Center in the GSM segments; AM and TRADE
- Provide the different reasons for each variation in KPIs from the defined goals
- Create action plans to achieve goals and ensure they are implemented consistently.
- Keeping a report of reasons for appeals
- Create an action plan to reduce the reasons for calls in collaboration with IIIIMARKETING/
Desired profile :
- University studies in computer science or 1 equivalent,
- Computer tool, Microsoft Office, Word,
- Excel, MS ACcess, SQL, Powerpoint…)
- Strong analytical, technical and reporting skills
- Leadership and management (Decision-making, team leadership, performance management, conflict resolution)
- Communication
- Customer Focus
- Schedule
- Minimum 5 years of experience
- Knowledge of company standards.
- Knowledge of Airtel Products and Services
- Knowledge of English
- A person of trust, with a sense of discretion.
- Be rigorous, organized and methodical in order to
- guarantee impeccable monitoring and control.
- Have a developed sense of work organization