Manager - Call Center

Purpose of the role

The candidate for this role will be responsible for the office, supervising the company's activities within the entity, reporting information to management, ensuring the smooth running of operations, and distributing files fairly and promptly among data entry agents to prevent bottlenecks and optimize overall workflow.

Key Responsibilities

• Verify that files extracted by AI are properly received in the ERP system and identify extraction failures through automatic alerts.

• Analyze each agent's workload and assign new files to the most available agent, factoring in specific skills such as zone training.

• Ensure no file remains unassigned for more than 20 minutes, triggering follow-up in the event of an anomaly.

• Reassign files during activity peaks when an agent is overloaded, and report staffing support needs to management.

• Detect files that are frequently returned with errors and escalate anomalies to the relevant manager (Quality/Training, OPS Supervisor).

• Report information to management and represent the company in dealings with third parties where applicable.

Qualifications & Experience

• Two to five years of higher education in Management, Business Administration, Human Resources, Commerce, or equivalent

• 2 to 5 years of experience in supervision or team management preferred

• Experience in managing data entry and/or in a call center is an asset

• Advanced ERP proficiency, including shared views, queues, and reassignment

• Strong team management skills, with awareness of each agent's strengths and weaknesses

• Planning and responsiveness, with the ability to make real-time decisions

• Workflow analysis skills to identify slowdowns

• Strong internal communication skills to explain assignment decisions

Location: Dar es Salaam