Call Centre Manager (Zambia)

About the role

The Call Centre Manager will lead the call centre operations in Zambia, driving the delivery of world‑class customer experiences. Reporting to senior leadership, the role combines operational oversight with strategic planning, performance measurement and cross‑functional collaboration.

Key responsibilities

• Develop and execute a customer experience strategy aligned with business objectives.
• Analyse customer interactions, feedback and data to identify pain points and improvement opportunities.
• Monitor and report on NPS, CSAT, CES and other KPIs, providing actionable insights to leadership.
• Map customer journeys, identify inefficiencies and implement process improvements to reduce churn.
• Collaborate with Business Intelligence, Marketing, IT and other teams to embed best practices into processes.
• Lead and coach Team Leads and Quality Assurance staff to meet performance targets.
• Identify cost‑optimisation opportunities, manage budget analysis and drive automation where feasible.
• Coordinate with sales, product, and external vendors to ensure service standards are met.

Required profile

• Proven leadership experience in a call centre or customer experience environment.
• Strong analytical mindset with ability to translate data into strategic actions.
• Excellent stakeholder management and cross‑functional collaboration skills.
• Results‑oriented, with a focus on continuous improvement and cost efficiency.

Required skills

• Experience with CRM platforms and customer survey tools.
• Proficiency in data analysis and reporting (e.g., dashboards, KPI tracking).