PURPOSE OF THIS ROLE

• To support the Contact Centre Manager in delivering Customer Experience for our valued subscribers – supervising inbound, through consistent execution.

KEY ACCOUNTABILITIES 

Achieve Call Centre Target: SL, ACR, AHT, Wrapup compliance

·        Achieve Contact Centre Performance metrics.

·        Ensure consistent customer experience at the Contact Centre.

·        Drive a ‘customer first approach’ and First contact Resolution.

Operational Delivery, Systems & Quality Assurance

·        Support the Contact Centre Supervisor in the daily running of the Contact Centre.

·        Manage contact center resources to deliver first-call resolution, maintain SLAs, & manage escalations.

·        Ensure customer care standards are developed and deployed at each customer touch point.

·        Maintains and improves Contact Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyzing quality assurance.

·        Embed a performance culture, and framework, and review processes to achieve service levels and improvements against set targets.

·        Analyse and implement relevant interventions about workloads, trends, patterns, and peaks.

·        Handle complex customer complaints or inquiries.

·        Ensure the correct processes are adhered to and immediately address any non-compliance.

·        Compile and monitor occupancy and productivity rates.

·        Drive DBC (database cleanup) initiatives.

People Management

·        Responsible for team strength & performance level (attraction, selection, retention & development of Contact Centre team).

·        Ensure alignment with Team strength, performance, and energy-matched strategic requirements – under performers identified, improved, or removed.

·        Performance reviews are done regularly, everyone has a clear picture of current performance, recognition is given where it is due, and low performers are acted upon

·        Provide coaching & mentoring to all customer service representatives, with a specific focus on those with low-quality scores, to enable a high-performing team.

. Drive excellence in employee engagement and eNPS rating for the team through collaboration with management, HR, and other stakeholders to close the loop on employee engagement feedback and concerns.

Job Requirements

QUALIFICATIONS & EXPERIENCE

Qualifications:

·        Preferred bachelor’s degree but not mandatory.

Experience:

·        Minimum of 3 years Experience in a Customer Experience role or other relevant field

·        Business Intelligence experience.

·        Customer Relationship Management.

. Campaign management experience

FUNCTIONAL COMPETENCIES

o The incumbent is required to have the following functional competencies:

o   People Management & Motivation

o   Customer Relationship Management (CRM)

o   Deadline Driven

o   Coordination Skills

o   Conflict Management

o   Strong Analytical Skill

o   Presentation Skills

o   Operations/Care Management

o Planning and Organizing

BEHAVIORAL COMPETENCIES

·        Accountability

·        Teamwork

·        Delegation

·        Interpersonal Support

·        Perseverance

·        Motivating

·        Prioritization

. Analytical Thinking

How to Apply

Interested candidates are invited to send their CV through THIS LINK

Only shortlisted candidates will be contacted.