Isack Kazembe Email & Phone Number

Dar Es-Salaam, Dar Es Salaam, Tanzania

Dar Es Salaam, Tanzania

Experienced in managing call center and customer service operations with a demonstrated history of working in Telecommunication and Renewable energy industry. Skilled in Planning,Management,Quality assurance,Telemarketing and Telesales. A graduate from University of Dar es Salaam.

Dar Es Salaam,Tanzania

• Manage a team of call center agents• Manage by walking around. Be visible to answer questions• Take calls that your agents can’t handle and be available when an agent appears to need assistance especially when while they are on-the-floor• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.• Motivating and encouraging agents through positive communication and feedback• Effectively build call center culture as we are responsible for “on-the-floor” activities.• Disseminate new product information to the agents.• Spending 20 to 30 minutes reviewing the agent’s performance with the agent.• Creating a detailed plan of the way to impact my team’s day-by-day performance.

Dar Es Salaam

• Call listening either recorded live or side-by-side while communicating feedback.• Call Auditing.• Implementing agent training and coaching initiatives.• Preparing reports on daily, weekly and monthly basis.• Identifying calls failing to meet predefined standards and identified the problem.• Encouraging good practice and discouraged bad ones.• Calibration.• Weekly team meeting to discuss overall agents performance

Dar Es Salaam,Tanzania

• Handle customer inquiries both telephonically and by email• Identify and escalate priority issues• Provide customers with product and service information• Manage and resolve customer complaints• Answer and tag all calls accordingly using tagging system(Remedy)