Contact Centre Supervisor: Level 9 (x2) || ZIMRA – Zimbabwe Revenue Authority

  • Harare

ZIMRA - Zimbabwe Revenue Authority

DUE : 27 JAN 2023

Applications are invited from suitably qualified persons to fill the above-mentioned posts within the Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.

Plan and direct the daily activities of the contact centre and in consultation with the Contact Centre Manager to establish key targets and output for contact centre.
Schedule agents appropriately in line with traffic demands and monitors their adherence to schedule.
Recommend measures that promote timeous and accurate resolution of clients issues.
Recommend improvements and/ or adoption of new service standards in line with market trends and client demands.
Recommend training programs from identified gaps to Contact Centre Manager.
Liaise with relevant departments on client’s complaints, enquiries and compliments with a focus to improve service delivery and identify any contact centre processes that may need reviewing. Resolve and manage grievances, interpersonal conflicts and relations within the contact centre.
Identify training needs for contact centre agents and recommend training programmes for agents to keep abreast with technological developments.
Compiles daily, weekly and monthly reports for end of shift agent performance, service level, traffic drivers, escalated queries and turnaround times for resolution and quality monitoring.

A degree in Sociology/ Psychology/ Fiscal Studies/ Economics/ Business studies/ Business management/ Accounting/ Marketing or equivalent.
Three (3) years in a contact centre, client care or customer service environment.

Skills and Competencies
Ability to work both independently and as part of a team.
Strong leadership skills and ability to communicate effectively in written and spoken language and strong interpersonal skills.
Good organisational and time management skills.

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae, all applications should be emailed to: clearly stating the position applied for and addressed to:
The Director, Human Capital
Zimbabwe Revenue Authority
6th Floor ZB Centre, Corner First Street/Kwame Nkrumah Avenue,
P.O. Box 4360,

NB: Please note that only shortlisted applicants will be responded to and females are encouraged to apply.