Job Summary
Responsible for the daily running and management of the Contact center through the effective use of resources. They have responsibility for meeting and possibly setting, customer service targets as well as planning areas of improvement or development
Key Responsibilities
- Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
- Performance Management
- Set and meet performance targets for speed, efficiency, sales and quality
- Carry out needs assessments, performance reviews and cost/benefit analyses
- Advise contact center officers & supervisors on products and services available
- Manage records and ensuring all relevant communications, records and data are updated and recorded
- Maintain up-to-date knowledge of industry developments and involvement in networks
- Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
- Record statistics, user rates and the performance levels of the center and preparing reports
- Provide overall leadership of the call center, supervise and manage the performance and development of staff in line with the Organization’s goals, objectives, policies and regulations
- Handle the most complex customer complaints or enquiries.
- Develop a departmental annual work plan and financial budget and monitor their implementation in line with the Business plan
- Forecast and analyze data against budget figures on a weekly and/or monthly basis
- Monitor random calls to improve quality, minimize errors and track operative performance
Qualifications
- A0 in MARKETING with 3 years of experience in CUSTOMER SERVICE, 3 years of experience in CALL CENTER OPERATIONS
- A0 in BUSINESS ADMINISTRATION with 3 years of experience in CUSTOMER SERVICE, 3 years of experience in CALL CENTER OPERATIONS
- A0 in COMMERCE with 3 years of experience in CUSTOMER SERVICE, 3 years of experience in CALL CENTER OPERATIONS
