Manager - Call Center

• 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.

• 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