Vacancy: Lydia Contact Centre Manager

Company Profile

• 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