Key Task

• Customer Service Quality

• Manage key stakeholders effectively

• Ensure that there is contingency across all functions.

• long term resource planning and recruitment plan to be maintained end to end and according to agreed principals.

• Lead new and continuing quality initiatives of the quality program

• Develop quality standards including the creation and implementation of quality monitoring evaluation methodologies that support improved customer experience efforts across all departments with direct customer interaction.

• Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners.

• Work in collaboration with the business desk team, customer service, and quality staff to identify improvement opportunities.

• Prepare quality program reports and trending and analysis

• Perform quality monitoring activities, including regularly screening incoming and outgoing customer calls, reviewing written responses (e.g. social media and e-mail), and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures.

• Regularly report to the call center management team on employee performance

• evaluations specific to observations conducted through quality monitoring and screening activities.

• Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as needed for each supported department

• Recruit, lead and manage the in-country Quality Assurance Analysts

Training Management

• Ensure the conduction of needs analysis on all the touch points.

• Manage the design, compilation and update of training materials, gathering inputs from all relevant stakeholders.

• Prepare training facilities and ensure delivery of training programs.

• Design and manage online learning material and assessments i.e. Knowledge portal, LMS.

• Deliver Training feedback to managers and supervisors.

• Compile and manage training administration, schedule/calendar and training reports

• Ensure and Evaluate training of the outsource partner's staff.

• ToT planning and execution for the outsource partner’s trainers.

• Develop a training plan for Operational projects.

• Manage and implement projects.

• Conduct Training Quality Assurance checks based on Training done at the various touch points

• Develop, recommend, manage & maintain training quality standards

• Support and maintain the training data base.

• Support the Regional Teams on Training initiatives, execution and monitoring including recruitment of regional trainers, ToT and Certification.

• Specific training material preparations to meet specific needs and requirements from various stakeholders.

• Monitoring and evaluation of training effectiveness

• Refresher training planning, coordination and execution

• Updating of information on the Knowledge base portals including TUMI

• Monitoring knowledge base usage.

• Coordination and Monitoring of the MultiChoice Academy portal usage and corporate reports.

• Coordinating with HR on induction training for new employees.

• Coordination and collaboration with the corporate training teams for the purposes of in country training initiatives, partnership with corporate for interventions and support to other countries as and when required.

• Weekly and monthly training reports to the Head of CX and Care.

• Monitoring of the uptime for Clarity UAT environment and resources.

• Overall responsibility for training resources in country including training rooms and training devices - upkeep, kitting and custody of the designated training room and training room materials including decoders, PA systems, Screens etc.

• Recruit, lead and manage the in-country training teams.

Job Requirements

• Minimum first degree in social sciences or a business-related field

• An additional focused Call Centre qualification and/or in Customer Services Management will be an added advantage

• 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience

• Experience at technology-oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage

• Excellent interpersonal skills

• Ability to motivate to produce results

• Excellent oral and written communication skills

• Dependability

• Multi-tasking

FUNCTIONAL COMPETENCIES

• Coaching

• Written and Verbal communication (letter writing, report writing)

• Computer skills (MS Word, Excel, PowerPoint)

• Problem solving and decision making

• Information sharing

• Drive for results

• Planning and organizing

• Attention to detail

• Team building

• Interpersonal skills

• Influencing skills

• Trend analysis

• Numeracy skills

• Motivating

BEHAVIORAL COMPETENCIES

• Initiative

• Drive

• Withstanding Pressure

• Assertiveness

• Cultural Sensitivity

• Approachability

• Time Flexibility

• Empathy

• Service Orientation

• Resilience

• Leadership (Firm, Authoritative)

• Self-insight / Awareness

• Good Judgement

How to Apply

Interested candidates are invited to send their CV and/or cover letters through THIS LINK

Only shortlisted candidates will be contacted.