Call Centre Manager

for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard. This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly …" /> Home About Us Contact Privacy Policy DMCA Policy Login/Register Submit a Job Home Submit Job Register My Dashboard About Us Linkedln Page Submit a job Search Today: 3150 Jobs 24 Jun 2026 Call Centre Manager at BURN Never Miss a Job Update Again. Click Here to Subscribe We have started building our professional LinkedIn page. Follow Company: BURN Location: Zambia State: Lusaka Job type: Full-Time Job category: Customer Service Jobs in Zambia Job Description About the role The Call Centre Manager job description for BURN involves a broad range of responsibilities aimed at elevating Call Centre services to a world-class standard. This role not only involves managing the operational aspects of a call centre but also includes a significant focus on strategic planning, performance measurement, and cross-functional collaboration, particularly with the Carbon department and new market development. Duties and Responsibilities Strategic leadership & Customer Experience Vision. Contribute to the development of a customer experience strategy that supports business objectives. Analyse Customer interactions, feedback and data across various touchpoints to identify pain points and opportunities for improvement. Monitor customer experience metrics (NPS, CSAT, CES) and trends to provide actionable insights to leadership. Operational excellence & process improvement. Work with cross-functional teams to map customer journeys and identify inefficiencies or gaps in the process. Propose and implement process improvements to enhance the customer experience and reduce churn. Collaborate with teams such as the business intelligence, marketing and IT to