CIC Quality Supervisor at AB InBev Tanzania

The key purpose of this role is to Manage efficiently the CIC agent team assigned through feedback, monitoring, improvement proposals that will allow the team to meet the commercial objectives, ensuring that the team meet their KPI’s.

Key Roles and Responsibilities:

• Develop the team members through a coaching, listening to their calls and identify the opportunities to improve in order to maximize the productivity and sales effectiveness
• Monitor calls and verify successful sales to ensure sales objectives
• Monitor attendance and schedule adherence.
• Productivity monitoring (analysis of improvements, implementations and diversion corrections)
• Reporting and action plans to the different service areas
• Feedback, monitoring, improvement proposals and compliance with management indicator
• Propose improvements to the processes and procedures associated with the management of requirements that directly or indirectly affect customers
• Provide analytical insights to teams on opportunities and Gaps in the market to tackle digital transformation.
• Reporting and Insights to Commercial Team on Digital Transformation Agendas.

Key Attributes and Competencies:

• Computer literacy - Basic knowledge of Excel/Word
• Service oriented, Sales/Commercial oriented, Effective communication skills
• Strong problem-solving skills
• Investigative skills
• Honesty and integrity
• Strong Analytical Skills

Minimum Requirements:

• Degree level qualification or equivalent, preferably in Commerce
• 1 to 2 years of relevant commercial experience, including experience and analysis

Additional Information:

• Band: IX

AB InBev is an equal opportunity employer, and all appointments will be made in-line with AB InBev employment equity plan and talent requirements. We are a company that promotes gender equality. Internal applicants require Line manager approval. Please note that only short-listed applicants will be contacted.

The advert has minimum requirements listed. Management reserves the right to use additional/relevant information as criteria for short-listing.