Exciting Career Opportunity at the Rwanda Social Security Board (RSSB) – Manager Call Centre
Are you ready to embark on a transformational journey? We are seeking a dynamic and forward-thinking leader to join us as the Manager Call Centre. If you thrive in dynamic environments and are committed to exceptional customer service, this is the opportunity for you!
The Rwanda Social Security Board aspires to transform towards a modern, high performing institution that is committed towards high standards of customer care.
If you have clear and effective verbal and written communication skills to handle customer inquiries professionally and empathetically, then we are looking for you. In this pivotal role, you will manage RSSB’s call center requests and data with integrity and adept problem-solving skills.
Reporting to the Head of Communications and Corporate Affairs, the Manager Call Centre will be responsible for managing call center services, developing and implementing strategies useful to improve call center service and establishing its objectives.
About RSSB
The Rwanda Social Security Board (RSSB) has the mandate to manage and promote social security in Rwanda. RSSB’s vision is to provide a comprehensive social security system that caters to the diverse social security needs of the population, RSSB plays an important role in realising Vision 2050 and the National Strategy for Transformation (NST1). RSSB manages six social security schemes, namely: Pension, Occupational Hazards, Medical scheme, CBHI, Maternity Leave Benefits and EjoHeza (Long-term Term Saving Scheme).
As a leading player in the financial sector, RSSB serves as the largest institutional investor in Rwanda. With assets under management amounting to 2.06 trillion Rwf , which is equivalent to over 15% of the country’s GDP, RSSB invests in key sectors of the economy and plays a crucial role in growing the country’s financial sector. With approximately 12 million members in the above six schemes, encompassing over 90% of Rwanda’s population, RSSB is at the forefront of securing the health and financial well-being of Rwandans.
To achieve its important mandate, RSSB is embarking on a transformative journey, aiming to become a modern, data-driven, and high-performing institution. As part of this ambitious initiative, we are seeking highly motivated individuals who are results-oriented and uphold the highest standards of professionalism and integrity. By joining RSSB, you will have the opportunity to actively contribute to the advancement of social security and overall transformation of Rwanda.
If you are passionate about making a meaningful impact, ready to embrace innovation and change, and eager to work in a dynamic and collaborative environment, then RSSB is the place for you.
Key Duties and Responsibilities
- Lead call center agents as they provide support to customers.
- Manage the daily running of the call center, including sourcing equipment, effective resource planning to maximise the productivity of resources (people, technology etc.)
- Develop and implement call center strategies and manage operations
- Collect and analyse Call center data for process improvement
- Undertake need assessments, performance reviews against t performance targets for speed, efficiency, and quality
- Lead and facilitate all relevant communications and ensure data are recorded and updated
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Provide training to call center agents and maintain high customer service standards
- Manage random calls to improve quality, minimise errors and track operative performance
- Review the performance of staff, identify training needs and provide training to call center agents in order to maintain high customer service standards
- Develop objectives for the call center’s day-to-day activities
- Manage staff under his or her Supervision
- Coordinate the preparation of strategic and business plans, related budgets and ensure their implementation
- Develop and disseminate performance contract to his/her subordinates
- Prepare performance reports and report any issue to the management
- Perform any other duties related to Call center services as may be assigned from time to time
Key Qualifications and Experience
The successful candidate must have at least:
- Master’s’ Degree in Mass Communications, Public Relations, Information Technology Business administration, Marketing , or any relevant field with preferably 4 years’ relevant experience, 2 of which should have been in supervisory role
OR
- Bachelors’ Degree Mass Communications, Public Relations, Information Technology Business administration, Marketing , or any relevant field with preferably , 6 of which should have been in supervisory role
- Relevant professional qualification/ certification is an added advantage.
Key competencies
Technical Competencies:
- The role holder should have strong knowledge in customer care services
- The incumbent must have strong call centre management skills
- Must possess stakeholder engagement and public relations skills
- Must be familiar with the use of different social media platforms
Behavioral Competencies:
- Must demonstrate impeccable customer service focus, strategic thinking, and strong ethical background with an ability to resist and zero tolerance for corrupt, political and other undesirable influences;
- Must be able to establish and maintain constructive and effective relationships with key stakeholders and staff alike;
- Must be open to change and adapt established methods for new uses within the institution;
Additional Information:
The position is based in Kigali, Rwanda and applicants must be willing to relocate outside their countries of domicile.
RSSB reserves the right to appoint or to issue an employment contract to the successful candidate.
Interested candidates are advised to visit the RSSB website for a more detailed job description for the role, and submit your application online by Thursday, 22 August 2024.
In addition, please attach a curriculum vitae that contains details of your qualifications, experience and positions held relevant to this role. Include your day and evening telephone numbers, email address, names and address of three professional referees. Also, attach copies of your academic and professional qualifications.
Any form of canvassing will lead to automatic disqualification.
Only short-listed applicants will be contacted.
Shortlisted candidates will be required to submit a valid Criminal Clearance Certificate.
RSSB is an Equal Opportunity Employer
Click here to visit the website source & Apply
