Telekom Networks Malawi PLC
Applications are invited from suitably qualified candidates to fill the following vacant positions below :
Manager, Call Centre Operations
Reporting to the Customer Experience Director, the Call Centre Operations Manager 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.
Major tasks and Responsibilities:
- Customer Experience Management: Drive strategies to enhance customer journey and ensure service quality metrics, i.e., First Call Resolution and Customer Satisfaction Scores are consistently met.
- Call Centre Operations Management: Oversee daily operations, optimizing workflows to ensure efficient service delivery and adherence to service standards.
- Quality Assurance: Implement and monitor a quality assurance framework to maintain high service quality, continuously improving agent performance.
- Business Planning: Develop operational plans and accurately forecast resources and call volumes to meet strategic goals and service level agreements (SLAs).
- Business Performance Reporting: Track and report on KPls, i.e., AHT and CSAT, providing actionable insights and recommendations to senior management.
- Financial & Resource Management: Manage the call center budget and optimize staffing to meet financial objectives while maintaining high service standards.
- Regulatory & Legal Compliance: Ensure the call center complies with relevant regulations, internal policies, and legal standards.
- Call Centre as a Service (CCaaS): Lead service enhancements and explore new business opportunities to expand call center capabilities and remain competitive.
- 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 center 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 center management systems and data analysis.
- Experience with CCaas solutions and regulatory compliance.
Interested applicants are requested to submit their applications and Curriculum vitae (CV), indicating at least two traceable referees to:
The Human Resources and Administration Director
Telekom Networks Malawi PLC
5th Floor Livingstone Towers
P.O Box 3039
Blantyre
OR
Email: vacancy@tnm.co.mw
Applications must be submitted no later than Tuesday, 26th August 2025.