Job Expired
Call Center Supervisor
Multichoice Ethiopia Plc
Business
Business Management
Addis Ababa
4 years
1 Position
2021-12-15
to
2021-12-24
Full Time
Share
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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