Lydia Contact Centre Manager


Company DKT Internati...
Category Customer Serv...
Location Accra
Job Status Full-time
Salary GH¢ 
Education Bachelor̵...
Experience 4 years
Job Expires Jul 28, 2022
Contact ...

Company Profile

DKT Vision
DKT AWA is an innovative, adventurous and sustainable social marketing enterprise that improves people’s lives in Ghana, Liberia and Sierra Leone. DKT AWA contributes to raising modern contraceptive prevalence rate (mCPR), reduce maternal mortality and provide safe quality options for HIV/AIDs prevention. 
DKT AWA ensures wide availability of high quality, affordable, reproductive health products by effective distribution while creating demand for those products through evidence based social marketing 
  • Performance 
  • Timeliness
  • Customer Focused 
  • Value for Money 
  • Teamwork 
  • Integrity

Job Description

Organization Relationship:  Directly reports to Senior Marketing Manager


Job Summary

  • Manage relationship with Service Provider in system settings, external servers, standard agents and privileges to deliver an infrastructure that enables contacts from Ghana, Liberia and Sierra Leone.
  • Manage, motivate and monitor contact center agents to ensure increased productivity and customer satisfaction.
  • Develop and implement strategies that ensure that the contact center becomes an integral part of DKT's marketing, and demand generation tools.

Specific Duties and Responsibilities

  • Expected to develop strategies to increase overall productivity of the contact center functionality.
  • Expected to coordinate meetings, focus groups and coaching to improve performance.
  • Expected to ensure full application of call center regulations and policies.
  • Expected to keep up-to-date on knowledge of all the tasks related to the service and the various programs, as well as the System and telecommunications capabilities.
  • Expected to manage the activities of contact center agents on a daily basis and assess performance.
  • Expected to provide constructive feedback and training for call center agents to ensure good performance.
  • To express the needs and problems of call center agents at higher levels of management.
  • Expected to keep weekly dashboards on indicators and statistics linked through DKT's CRMs
  • Any other duties assigned by the Senior Marketing Manager.

Other Duties:

Perform other duties as may be assigned by Senior Marketing Manager periodically. Ensure confidentiality in the handling of all business-related issues.

Position Objectives

  • Contribute to achievement of overall marketing goals.
  • To ensure accountability and monitoring efficiency in DKT's marketing activities.
  • To help in the achievement of DKT's sales targets through referrals.
  • To assist in making DKT's brands the topmost brands in their categories.
  • Ensure proper Management and utilization of budget and expenditure.

Required Skills or Experience

Statement of Skills, Knowledge & Abilities

  • Sufficient knowledge in the operations of Contact Centre infrastructure, features and basic maintenance.
  • Experience in similar position will be an added advantage.
  • Reliability — Be trustworthy, reliable and accountable to obligations
  • Strong analytical skills
  • Strong interpersonal skills
  • Writing & communication skills
  • Enthusiasm and initiative
  • Strong organizational skill
  • Attention to detail — Pay attention to detail when performing tasks.
  • Cooperation — be friendly and pleasant with co-workers, maintain a good attitude.
  • Stress Tolerance — Have the ability to accept criticism and calmly and effectively negotiate with stressful situations
  • Bachelor degree with at least 2 years of work experience in similar position,
  • Knowledge of Microsoft Office and Windows based computer application and database management (MS Excel)

 DKT Ghana values:

  • Treat people the right way
  • Entrepreneurism
  • Result oriented
  • Anti-bureaucracy
  • Deep trust
  • Have fun

How To Apply

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