1. Ensures that all customer queries and complaints are responded to in accordance with the customer complaints management guidelines2. Develop customer feedback processes and procedures in line with TNM Customer Service Policies 3. Monitors the trends of customer issues from complaints, service requests and enquiries reports for submission to service owners for information and resolution.4. Receives and analyses the findings on the Customer Surveys from QA team and make recommendations on the findings to management.5. Liaises with Call Centre Team Supervisors, Agents, other sections, divisions and groups within TNM to gather information to resolve customer issues;6. Managing insourcing call Centers operations i.e. MACRA Call Centre, WFP and Nacala logistics among others.7. Forecast and analyzing call volumes and organizing staffing, including shift patterns and the number of staff required to meet demand8. Manage staff issues (including governance and staff discipline) in compliance with approved HR policies and procedures. 9. Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; 10. Supporting Call Centre employees with all the necessary operating resources and facilities. 11. Developing, implementing and reviewing core responsibilities and tasks of Team Supervisors and Agents; 12. Reviewing staff performance, identifying training needs and planning and facilitate delivery of training sessions. 13. Setting and meeting performance targets for efficiency, effectiveness of call center service delivery

• Developing and implementing training program for groups and individual Call Center Officials and supervisors. • Evaluate and recommends vendors to provide specialized training. • Evaluates vendors training reports and make necessary recommendations • Presenting information using a variety of techniques, including discussions, role playing, team exercises and visual materials. • Assess training needs; develop training methods, writes procedure manuals. • Continuously provide operational information and updates to Call center Officials and supervisors. • Monitor Call Center Officials’ conversations to ensure call center employees are in compliance with the rules and regulations of TNM. • Ensures that Call Center Officials provide excellent customer service to customers. • Ensures that Call center Officials provide accurate information in a courteous and professional manner. • Help Call Center Officials use the most effective and efficient means for handling phone calls without sacrificing customer service.

• Providing leadership to branch staff. • Facilitating the renewal of Trading Licenses for all branches in the region. • Conducting staff performance dialogues twice a year. • Managing workflow to assist staff in balancing priorities, providing backup support if needed and ensuring that all work is accomplished with an appropriate sense of urgency. • Reconcile inventory discrepancies and adjustments. • Analyze and evaluation of activities, sales, operations, and forecast data to determine branch progress towards stated goals and objectives. (or to maintain a competitive edge in the marketplace) • Maintain branch security, opening and closing of branch, oversee cash deposit activity • Ensure efficient and effective utilization of company resources in serving customers. • Continuously update product knowledge. Stay informed and educated as to product inventory and applicability. Understand product applications and help customers in their selections.

• Reviewing staff performance, identify training needs and facilitating trainings. • Setting Call Centre performance targets. • Monitor Call Center Officials’ conversations to ensure call center employees are in compliance with the rules and regulations of TNM. • Ensures that Call Center Officials provide excellent customer service to customers. • Ensure that Call center Officials provide accurate information in a courteous and professional manner. • Forecast volumes of calls, and organize staffing and shift patterns • Conduct service level analysis and decision making. • Making sure that all Call Centre staff are appraised annually.

• Assist customers over the telephone. • Resolve customer queries and complaints. • Educate customers on TNM products and services. • Offer information to customers about TNM’s new products and services.