Job Purpose:
To serve customers by planning and implementing call centre strategies and operations, improving systems and processes and managing staff.
Responsibilities for the Manager Job:
Ensuring the necessary resources and tools are available for quality customer service delivery.
Overseeing the maintenance of equipment; developing preventive maintenance programs; evaluating and implementing upgrades.
Ensuring that customer support requests are prioritized responded to and resolved well.
Implementing and ensuring a systematic method of maintaining records to support decision-making on future needs.
Implementing and ensuring a systematic method of maintaining accurate records or correspondence with customers.
Providing consultancy support and advice to internal and external customers.
Handling all issues escalated and review customer complaints while tracking their resolution.
Preparing contact centre performance reports by collecting , analyzing and summarizing data trends. Develop and implement support policies for customers.
Determining Contact Centre operational strategies.
Conducting needs assessments, performance reviews, capacity planning and cost benefit analysis.
Improving Contact Centre operations by monitoring system and staff performance; and process improvement and quality assurance programs; and installing of upgrades.
Implementing departmental policies, procedures and general administrative matters.
Qualifications for the Manager Job:
A Degree in Marketing, Communication or any other related field.
Membership to CIM, PRSK, ICS, and MSK will be an added advantage.
Minimum of 5 years’ experience in busy Contact Centre at management level
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