Call Centre Supervisor

DUE: 13 JUN 2025

ZIMBABWE BROADCASTING CORPORATION

 JOB ADVERTISEMENT : CALL CENTRE SUPERVISOR

Applications are invited from suitably qualified and experienced candidates to fill in the above positions that have arisen in the Licensing Department to be based at Pockets Hill, Harare.

Key Result Areas

Reporting to the Manager Licensing the incumbents will be responsible for the following among others:-

• Establishing clear team objectives and regularly updating the work plan to align with organizational goals.
• Monitoring, measuring, and reporting team performance against set metrics and SOPs.
• Conducting regular performance reviews and providing constructive feedback.
• Answering team questions and providing guidance and feedback to improve efficiency and effectiveness.
• Monitoring calls to ensure compliance with quality standards and providing coaching where needed.
• Creating and managing shift schedules to ensure adequate coverage.
• Assigning duties to team members based on workload and competencies.
• Managing escalated calls and taking over calls when necessary to resolve complex issues.
• Keeping SOPs up to date and devising ways to optimize procedures and improve workflows.
• Identifying training needs and organizing regular training sessions to upskill the team.
• Addressing any operational challenges and finding quick resolutions to maintain smooth operations.
• Any other duties that may be assigned from time to time.

The Person

The ideal candidate should have the following qualifications and attributes:

• Bachelor’s Degree in Information Technology, Marketing or equivalent.
• A Masters degree is an added advantage
• 1 to 3 years of experience in a call centre environment
• Strong knowledge of customer service practice and principles
• Good verbal and written communication skills
• Proven experience in report writing
• Proficiency in English, Shona and Ndebele is an added advantage

TO APPLY
Interested and qualified persons should submit their applications with comprehensive CVs, certified copies of academic and professional qualifications by no later than 13 June 2025 by either scanning the QR Code, or emailing callcentresupervisor@zbc,c o.zw