Call Center Manager

Call Center Manager (Confirmation & Follow-Up)

Company: ERAD-X CO LTD

Location: Dar es Salaam

Department: Call Center

Reports To: Operations Manager

Job Purpose

We are looking for a Call Center Manager to lead our confirmation and follow-up teams.

The role is simple:

turn leads into successfully delivered orders.

You will manage agents who call customers that already placed orders online, confirm their orders, and make sure they are ready to receive and pay.

Key Responsibilities1. Team Management & Daily Control
• Manage confirmation and follow-up agents daily
• Monitor calls and ensure agents follow scripts and processes
• Make sure all leads are contacted on time
• Maintain discipline, productivity, and accountability

2. Order Confirmation & Follow-Up
• Ensure all customer orders are properly confirmed
• Control follow-up process (number of attempts, timing, persistence)
• Make sure no lead is left without proper action
3. Order Verification & Data Accuracy
• Ensure all confirmed orders are complete and correct before dispatch
• Verify customer name, phone numbers, and delivery address
• Confirm final product and quantity with the customer
• Make sure any changes (upsell, downsell) are updated in the system
4. Training & Coaching
• Train new agents on how to sell and confirm orders
• Provide continuous coaching to improve performance
• Review calls and give feedback
5. Product Knowledge
• Ensure agents understand the products they are selling
• Organize product briefings before new products go live
6. Performance Analysis & Improvement
• Track confirmation rate, delivery success rate, and agent performance
• Identify problems in scripts, agent behavior, or process
• Implement practical solutions to improve results
7. Coordination with Delivery Team
• Work with the delivery team to improve delivery success rate
• Identify issues from the call center that affect delivery performance
8. Reporting
• Prepare weekly and monthly reports
• Share clear insights and recommendations with management
9. Appraisals & Performance Management
• Conduct regular performance reviews for agents
• Set targets and manage underperformance
Key Performance Indicators (KPIs)
• Confirmation rate
• Delivery success rate
• Contact rate (leads reached)
• Agent productivity
• Order accuracy before dispatch
Requirements
• Experience managing a call center or telesales team
• Strong sales and communication skills
• Ability to train and manage a team
• Good discipline and leadership
• Strong problem-solving skills
• Comfortable using a computer and ERP system
• Able to work under pressure and meet targets
What We Offer
• Competitive salary
• Performance-based environment
• Opportunity to grow in a fast-growing company