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Contact Centre Supervisor: Level 9 (x2) - Zimbabwe Revenue Authority (ZIMRA)

Location: Harare
Hiring Organisation: Zimbabwe Revenue Authority (ZIMRA)
Alert: Application Deadline Expired

Job Description

Applications are invited from suitably qualified persons to fill the above-mentioned posts within the Zimbabwe Revenue Authority (ZIMRA) - an equal opportunity employer.

Duties and Responsibilities

  • Plan and direct the daily activities of the contact centre and in consultation with the Contact Centre Manager to establish key targets and output for contact centre.
  • Schedule agents appropriately in line with traffic demands and monitors their adherence to schedule.
  • Recommend measures that promote timeous and accurate resolution of clients issues.
  • Recommend improvements and/ or adoption of new service standards in line with market trends and client demands.
  • Recommend training programs from identified gaps to Contact Centre Manager.
  • Liaise with relevant departments on client's complaints, enquiries and compliments with a focus to improve service delivery and identify any contact centre processes that may need reviewing. Resolve and manage grievances, interpersonal conflicts and relations within the contact centre.
  • Identify training needs for contact centre agents and recommend training programmes for agents to keep abreast with technological developments.
  • Compiles daily, weekly and monthly reports for end of shift agent performance, service level, traffic drivers, escalated queries and turnaround times for resolution and quality monitoring. 

Qualifications and Experience

  • A degree in Sociology/ Psychology/ Fiscal Studies/ Economics/ Business studies/ Business management/ Accounting/ Marketing or equivalent.
  • Three (3) years in a contact centre, client care or customer service environment. 

Skills and Competencies

  • Ability to work both independently and as part of a team.
  • Strong leadership skills and ability to communicate effectively in written and spoken language and strong interpersonal skills.
  • Good organisational and time management skills.

How to Apply

Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae, all applications should be emailed to: clearly stating the position applied for and addressed to: 

The Director, Human Capital

Zimbabwe Revenue Authority

6th Floor ZB Centre, Corner First Street/Kwame Nkrumah Avenue,

P.O. Box 4360,


NB: Please note that only shortlisted applicants will be responded to and females are encouraged to apply.

Deadline: 27 January 2023

Alert: Application Deadline Expired

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