JOBS IN GABORONE - MRI Botswana Limited , JUNE 2017

Botswana’s leading emergency medical care company, MRI Botswana Limited is looking for highly motivated and self-driven individuals to fill the following vacant positions:

1. CALL CENTRE SUPERVISOR (Project Specific)

Key Accountabilities

• Responsible for supervising the human and infrastructure resources required in the Call Centre to ensure the smooth running of shifts.

• Ensures that all the logged calls and data are accurately captured on the system.

• Monitors efficient management logging and resolution of incoming calls.

• Encourages and ensures timeous feedback to clients/service providers.

• Draws daily, weekly and monthly activity reports when required to.

• Promotes quality customer service at all times.

• Maintains confidentiality of client information at all times.

• Liaises with the Call Centre Supervisor and Call Centre Manager in issues that hamper the efficiency and effectiveness of their mandate.

• Demonstrates knowledge and proficiency in the relevant Call Centre specific software

• Performs staff de-briefing sessions and reports to line. supervisors and manager

• Conducts random Call Quality Monitoring on services provided to clients and conducts review sessions with agents, team leaders and quality assessors and trainers

• Ensures effective cost control and effective utilization of resources like checking overtime and shift allowance claims, telephone usage. leave plans, etc.

• Investigates and collates incident reports on complaints received from clients or members in accordance with the complaints procedure.

• Measures and evaluates individual performance against agreed performance standards.

Qualifications end Experience Required

• Business qualification at Diploma/Degree level

• Contact center management certificate

• BGSCE OR equivalent

• 2 years’ experience as a Team Leader

• 5 years’ experience as a call center agent

Competencies

• Basic Computing and Information technology

• Team Player

• Trend and pattern analysis

• Data presentation

• Communication skills

• Coaching

• Listening

• Professional development

2. QUALITY ASSURANCE OFFICER/TRAINER

Key Accountabilities

• Performs all functions performed by the agents

• Observes and provides call performance feedback and trend data to team leaders, supervisor and/or agents.

• Prepares Training plans and conducts training

• Creates conducive environment for teaming and motivates team to behavior change

• Summarizes and collates case related information where necessary for attention of the supervisor

• Helps maintain company service levels

• Ensures application of relevant call center policies and procedures

• As required but no later than 24hours after occurrence, discuss material assistance service failure with the Call Centre Supervisor and agrees appropriate action to be taken

• Keep Call Centre Supervisor generally informed of the daily status on case management and specifically informed in respect of complex or sensitive cases (i.e. high profile clients; high cost implication; complaint during currency of case; where conventional assistance service is insufficient to meet the needs of the case, or where there is a possibility of public media attention.

Qualifications and Experience Required

• Call center training qualification/accreditation

• Not less than 5 years call center experience with Team Leader responsibilities

• 2 years’ experience as a Quality assurance officer or Trainer

• More than 5 years’ experience as a call center agent

• BGSCE OR equivalent

Competencies

• Basic Computing and information technology

• Team Player

• Trend and pattern analysis

• Data presentation

• Communication skills

• Coaching

• Listening

• Professional development

3. TEAM LEADER

Key Accountabilities

• Performs all functions performed by the agents

• Observes and provides call performance feedback and trend data to coaches, supervisor and/or agents

• Motivates team mate

• Summarizes and collates case related Information where necessary for attention of the supervisor

• Helps maintain company service levels

• Ensures application of relevant call center policies and procedures

• As required but no later than 24hours after occurrence, discuss material assistance service failure with the Call Centre Supervisor and agrees appropriate action to be taken

• Keep Call Centre Supervisor generally informed of the daily status on case management and specifically informed in respect of complex or sensitive cases (i.e. high profile client. high cost implication; complaint during currency of case; where conventional assistance service is insufficient to meet the needs of the case, or where there is a possibility of public media attention

Qualifications and Experience Required

• BGCSE or equivalent

• Business Qualification at Certificate Diploma

• Customer service effectiveness certificate

• Over 2 years’ experience as call center agent

Competencies

• Basic Computing and Information Technology

• Team Player

• Trend and pattern analysis

• Data presentation

• Communication skills

• Coaching

• Listening skills

• Professional development

4. CALL CENTRE AGENT

Key Accountabilities

• Answer all inbound calls horn all customers specifically within the first 15secs or within the first 3 rings

• Respond to customer calls in a courteous, professional and helpful manner while analyzing their problems, recommending or giving appropriate solutions and where necessary escalating unresolved problems or requests to the supervisor.

• Ensure that information that is given to the client is always correct and relevant to the client’s needs.

• Ensure that all telephonic /fax/email “standard/first level queries from clients are promptly, effectively and efficiently answered and or resolved

• Where it is necessary to capture information, ensure that all the relevant data fields are completed and that calls are logged in order to build up an accurate and credible customer base

• Be knowledgeable about procedures, policies and standards e.g. expected service levels that relate to each call center service area

• Resolve or escalate queries to team leader or supervisor where necessary

• Give prompt feedback to clients

• Carry out instructions from the supervisor and/or team leader

• Keep and provide accurate statistics when required to

• Ensure that documented procedures are adhered to

• Proactively identify any procedural problems and assist with developing solutions

Qualifications and Experience Required

• BGCSE or equivalent

• Previous customer service or call center experience

Competencies

• Customer service

• Communications

• Voice Quality

• Grammar

• Articulation

• Listening skills

• Computer and keyboarding

• Writing

• Interpersonal (people skills)

• Multitasking

• Telephone Etiquette

Applications which include covering letter, resume, ID and certified copies of relevant qualifications should be sent to:

The Human Resources officer

MRI Botswana Ltd

Private bag BR 256

Gaborone

Email: recruitment@mri.co.bw

or hand deliver at:

MRI House

Plot 60601, Block 7 (Next to Baisago University College)

Gaborone

Closing date: 16 June 2017

Kindly note that only shortlisted candidates will be responded to.