About the Role
Leadership and Supervision
Understand and get involved in defining and overseeing the delivery of the ICEA LION Contact Centre strategic goals.
Provide leadership to Contact Centre personnel through effective objective setting, delegation, motivation, and communication
Conduct regular meetings to ensure that Contact Centre personnel and stakeholders are well informed of Contact Centre operations
Conduct performance appraisals, provide measurable feedback to Contact Centre personnel, propose improvement plans and corrective actions as needed
Coach and mentor the team to help them improve their skills and abilities through training, a defined feedback mechanism and reward & recognition model
Contact Centre Operations
Oversee the day-to-day activities and operations of the Contact Centre
In consultation with the relevant stakeholders, establish and constantly improve the Contact Centre operations management and performance monitoring structures
Monitor the performance of the Contact Centre and ensure that established budgets, revenue goals, Service Level Standards (SLS) and compliance requirements are met
Compile, track and ensure that all customer issues, questions and complaints are channeled through the Contact Centre are resolved in a timely manner.
Monitor individual, team and Contact Centre results to identify and analyze performance trends
Monitor productivity of customer service representatives and plan for improvement efforts
Compile and review work volume statistics to inform resourcing levels
Monitor service calls to observe quality assurance, employee demeanor, technical accuracy and conformity to Company policies
Make necessary changes in staffing based on day of week, campaigns and other anticipated events
Define and continuously improve Contact Centre systems, processes, work procedures and schedules to improve efficiency of the agents
Training and Awareness
Identify, develop, and implement training programs as appropriate, covering but not limited to ICEA LION products, services, policies, procedures, processes, systems, skill and competencies
Coach, mentor and develop Contact Centre agents
Ensure Contact Centre personnel are continuously aware and well-informed on products, services, customer needs and company-related issues
Quality Assurance
Work with the Quality Assurance Officer to set, regularly review and improve quality standards
Be involved in the review of call data to monitor customer experience and related statistics
Regularly review SLS and Turn Around Times (TATS) and recommend corrective actions
Ensure data captured and records maintained by contact Centre agents meet the set quality standards
Reporting
Set appropriate Contact Centre metrics, analytics and reporting framework
Provide relevant reports on Contact Centre activities to stakeholders
Monitor and report on the productivity of contact center staff
Administration
Promote goodwill and a positive image of the Contact Centre
Ensure the Company’s professional reputation is protected
Propagate a culture of customer care, professionalism, agility and innovation
Requirements
Qualifications
A degree in Business Administration or related discipline
6 years working experience in Contact Centre operations with at least 2 years in a supervisory role
Professional qualifications in customer experience or Contact Centre operations
Technical Skills
Training and coaching skills
Developing templates for quality assurance and conducting calls quality assurance reviews
Calls handling and scripting skills
Tech-savvy
Corporate social media management skills
Calls scripting skills
Competencies
Leadership and supervision skills
Presentation and communication skills
Creative and innovative
Passionate, self-driven and energetic
Business acumen and analytics
Customer centric
Problem solving and conflict resolution skills
The deadline for submission is 20th April 2023.
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