Amaken is seeking an experienced Call Center Manager for a leading F&B and Retail Group based in Gabon.
The successful candidate will be responsible for ensuring exceptional customer service across all brands and branches by managing call center operations, leading a high-performing team, resolving customer concerns, monitoring service quality, and driving continuous process improvements.
Key Responsibilities:
1. Call Center Operations:
• Manage the day-to-day operations of the call center, ensuring efficient workflows and optimal service delivery.
• Ensure all inbound and outbound calls, online inquiries, delivery orders, reservations, messages, and customer requests are handled promptly, accurately, and professionally.
• Monitor call volumes and workforce requirements, adjusting staffing levels to meet business demands and peak operating hours.
• Ensure compliance with company policies, customer service standards, call scripts, and operational procedures.
• Coordinate with Branch Managers, Operations, Kitchen, Delivery, and other internal teams to ensure seamless order processing and customer satisfaction.
2. Team Leadership & Performance Management:
• Lead, coach, and develop the call center team to achieve operational and customer service objectives.
• Recruit, train, onboard, and mentor call center agents to maintain high-performance standards.
• Prepare staff schedules and ensure adequate coverage throughout operating hours.
• Monitor attendance, punctuality, productivity, and overall team performance.
• Conduct regular performance reviews, provide constructive feedback, and implement performance improvement plans where required.
• Foster a positive, collaborative, and customer-focused work environment.
3. Customer Experience & Complaint Resolution:
• Manage and resolve escalated customer complaints efficiently while ensuring a positive customer experience.
• Ensure customer concerns are documented, tracked, and resolved within agreed service levels.
• Analyze recurring customer issues and collaborate with relevant departments to implement corrective actions.
• Maintain high levels of customer satisfaction by ensuring timely communication regarding orders, delays, promotions, and service updates.
• Promote a culture of service excellence across the call center team.
4. Quality Assurance & Reporting:
• Monitor customer interactions through call evaluations and quality assurance reviews to ensure professionalism and service consistency.
• Develop and maintain key performance indicators (KPIs) including:
o Response time
o Call abandonment rate
o Missed calls
o First-contact resolution
o Complaint resolution time
o Customer satisfaction (CSAT)
o Order accuracy
• Prepare daily, weekly, and monthly operational and performance reports for management.
• Analyze call center data and identify opportunities to improve efficiency, productivity, and customer experience.
• Ensure customer databases, CRM records, and order information remain accurate and up to date.
5. Cross-Functional Coordination:
• Communicate new promotions, menu updates, pricing changes, and operational announcements to the call center team.
• Coordinate with the IT department to ensure all call center systems, telephony solutions, POS systems, CRM platforms, and ordering applications are fully operational.
• Support marketing initiatives by ensuring agents are equipped with accurate campaign information and customer communication guidelines.
6. Continuous Improvement:
• Review and enhance call center processes, workflows, scripts, and customer service standards.
• Identify operational challenges and implement solutions to improve efficiency and customer satisfaction.
• Develop and deliver ongoing training programs focused on communication skills, product knowledge, customer service, and complaint resolution.
• Support business growth by ensuring the call center consistently delivers exceptional service across all retail brands and branches.
Qualifications:
• Bachelor's degree in Business Administration, Hospitality Management, Communications, or a related field.
• Minimum 3–5 years of experience in call center management, customer service management, or contact center operations within the retail, hospitality, or food & beverage industries.
• Proven experience leading and developing customer service teams.
• Experience using CRM systems, POS systems, call center software, and delivery platforms is highly preferred.
• Fluency in French is mandatory; proficiency in English and Arabic is highly preferred.