Experience

• 

  Zesco Limited

  • Lusaka Province, Zambia

  • Call Center Supervisor

    • Jan 2020 - Present
    • Lusaka Province, Zambia

• 

  Zambia Electricity Supply Corporation (ZESCO)

  • Call Center Supervisor

    • Jan 2020 - Mar 2024

    Full-timeDates EmployedDec 2019 – PresentEmployment Duration9 mosMy role is to effectively and efficiently manage not less than 20 inbound Call Centre Agents operations, communicate between stakeholders with a view to providing an excellent customer service. Produce both Agent and Call Centre Operations weekly, monthly, quarterly or annually reports and assist in assuring the implementation of SHEQ, COBIT 5 policies, and KPI’s as per ERB standards. Ensure safety and health of others: A safe and clean environment of the Call Centre by implementing the SHEQ policy.see lessKey Responsibilities include:• Onboarding new call centre employees (30,60 &90) plan.• Compliance with company policies and procedures.• Monitor and assess employee performance.• Setting goals and targets for the call center.• Prepare reports for Management.• Workforce Management (Manpower planning)• Training and Development programmes for the team• Plan and prepare Personal development plans for the team (PDP)• Ensuring a safe working environment through safety health environment and quality (SHEQ) standards.• Monitoring customer comments and responding to posts on social media by Identifying customer related queries. • Capturing faults related complaints, tracking and escalating customers system issues and pain points to ensure resolution on all platforms tasked to social media desk. • Identifying sensitive issues and collaborating with the appropriate stakeholders to create a positive response.

  • Call centre operator-Mentor

    • Oct 2009 - Jan 2020

    My role was to effectively attend to all queries relating to the organization by answering all incoming calls and enter all complaints on Outage Management System at the front line information Centre of ZESCO Ltd. It also included following up on queries, quotations and giving feedback by ensuring that clients queries received but not being adequately attended to were timely resolved. As a mentor, I was also able to assist generate Reports and operative statistics for the Call Centre and to ensure maintenance of proper use of all office tools. Other responsibilities included enhancing revenue collections through; Disconnection orders in Outage Management System and Customer Management System, Billing queries in Customer Management System, Illegal reconnections, new installations, unbilled customers, and encouraged timely payments. Additionally, I was responsible for the dissemination of information to all ZESCO customers relating to SMS program benefits and entry procedures, Prepayments benefits and troubleshooting; planned shutdowns and system disturbances. I was also assisted offline centers with information country wide, by providing information on any other queries and ensured through other departments that all customer queries are attended to.

  • Meter Reader

    • Oct 2007 - Oct 2009

  • DDACC Marketing Assistant

    • Jul 2005 - Sep 2007