Job Expired

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Call Center Supervisor

Multichoice Ethiopia Plc

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Business

Business Management

Addis Ababa

4 years

1 Position

2021-12-15

to

2021-12-24

Required Skills
Required skills have not yet been specified for this position this job
Fields of study
No fields of study

Full Time

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Job Description

Purpose of the Position:

To manage, supervise and govern daily call center operations at the outsource partner in order to optimize operational efficiency and customer satisfaction

Key Accountabilities

Operational Deliverable

  • Daily pre-shift briefs with the partner teams (Supervisors, Team Leaders, CSRs and QA team)
  • Real time monitoring of queue performance and decision making on Queue staffing adjustments, skillset changes and schedule adherence monitoring
  • First line link to MultiChoice support for the partner, ensuring customers get quality support and closing on front line escalations
  • Mentorship and coaching for the team leaders and supervisors especially on the MultiChoice values in service delivery, always ensuring a customer first approach in how our customers are served.
  • Support to other departments and teams including support with escalations and customer issue closure
  • First line quality monitors, observing and ensuring quality is achieved through operational support on the floor
  • Process and procedure governance for effective delivery
  • UAT tests - product and systems performance monitoring and tracking.
  • Credit control support and review.
  • Risk and Business analysis.
  • Training & Learning facilitation and monitoring
  • Retailers, M&Ps support.

People Management

  • Monitor people coaching and feedback process for continuous improvement
  • Support in new hire Team Leader and Supervisor mentorship and induction training
  • Participate in partner interviews and recruitment as per SOP
  • When required, recommend disciplinary processes for partner staff on noncompliance to SOP and service delivery guidelines

Job Requirements

The incumbent is required to have the following qualifications and experience level:

  • Degree in social sciences or any business-related subject.
  • Call center training and certification is an added advantage
  • Have at least 4 years’ experience in a similar position in a busy environment.
  • Experience in team leadership and second level support.
  • Have effective leadership and negotiation skills.

The incumbent is required to have the following technical competencies: Customer Centricity

  • Reporting and Research
  • Project Management
  • Knowledge of Risk and Compliance 

Behavioral Competencies

  • Relationship Building
  • Conflict Resolution
  • Decision Making
  • Critical Appraisal
  • Holistic Thinking
  • Persuading & Influence
  • Coaching

How to Apply

Interested candidates are invited to send their CV through CLICK HERE

Note: Only shortlisted candidates will be contacted.

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