Basic Function

Responsible for providing financial, accounting,

administrative and staff welfare in order to ensure

effective and efficient administrative operations for the

Harare region.

Major Activities of the Job

•Prepare purchase orders and requisitions for materials

and tools requirements when necessary.

•Prepare payment, record and submit expenditure

vouchers for payment.

•Monitor approved budget and virement funds after

consultations with the Regional Manager - Harare.

•Prepare monthly, quarterly and annual cost containment

report for the department and forward to Regional

Manager - Harare.

•Prepare monthly, quarterly and annual telephone usage

reports for use by the Regional Manager - Harare.

•Administer petty cash including balancing when

necessary.

•Develop administration system procedures in

consultation with Regional Manager - Harare and

Human Resources.

•Process Travelling & Subsistence advances, claims and

prepare monthly schedules for T & S advances for use

by Finance Treasury.

•Conduct tools and office equipment checks annually

for employees and sections.

•Order and distribute protective clothing to staff.

•Attend to welfare issues i.e. funerals and hospitalization

of employees in liaison with welfare officer.

•Prepare monthly vehicle status reports for use by the

Senior Administration Officer Operations.

•Compile monthly vehicle mileage reports for use by the

Manager Transport through Regional Manager Harare.

•Organize board of inquiries for staff involved in accidents

with company vehicles.

•Complete all related tasks as and when necessary.

•Implement and constantly monitor outbound initiatives

and supporting campaigns for companywide growth.

•Monitor quality of interactions between the customer

care agents and customers, check logged call records

and applications for accuracy, content and correct

errors.

•Continuous review of activity codes (call reasons) to

understand customer behavior and needs.

•Analyze quality of interactions between agents and

customers through call simulations, mystery surveys and

offering job knowledge tests.

•Supervise delivery of service resolution process to

guarantee customer satisfaction as well as managing

client’s complaints.

•Supervise social media customer strategy on LinkedIn,

Twitter WhatsApp, Facebook, Google+, YouTube, and

Slide Share.

•Conduct online competitive analysis on competitors

including digital footprint analysis at the request of the

Contact Centre Manager.

•Analyze voice of the customer (VOC) and behavioral

information to understand why customers are satisfied/

dissatisfied along with their attitudes, motivations etc.

•Implement and maintain effective internal and external

Quality Assurance (QA) programs fostering continuous

improvement and exceeding service level Agreement

(SLA) performance for the call centre and all touch

points.

•Manage the aggregate call quality of 85% standard

weighing.

•Nurtures a desirable work culture conducive for high

productivity at the workplace.

•Complete all related tasks as when necessary.

Qualifications and Experience

•Degree in Sales and Marketing/Management or Degree

in IT.

•A minimum of 2 years’ relevant experience in a call

centre environment.

Competencies

•Excellent communications skills, both verbal and written.

•Good communication and interpersonal skills with

stakeholders.

•Ability to multi-task and manage multiple priorities.

•Strong business acumen and analytical skills.