Reported successfully

Purpose

• To manage on a day to day basis the operational performance of their team in line with the objectives and KPIs of the contact centre for both calls and digital.

• To review the performance of their Champions in terms of quality and productivity against defined criteria for both calls and digital.

• To provide feedback and coaching to their Champions in order to improve performance.

• To provide customer feedback and performance reports to the Centre Manager and others as defined.

• To support the Centre Manager, HR and Training in the recruitment, training and inducting of new Champions into the centre. 

ROLE ACCOUNTABILITIES

1. Managing the Operation – Responsible for overseeing the day-to-day operations of the Call Centre and ensuring that the goals set by the Call Centre are reached by using metrics as call offers, call answers, average handling times, call abandoned rates, and first call resolutions etc.
2. Role Model Behaviour - Lead and inspire the team members as a role model by presenting the “Can Do” attitude, positive manners, following good business work ethic, driving the result and outcomes through the team members
3. Monitoring the Quality of Performance - Monitoring the performance of Customer Champions and Team as a whole by using the Quality Monitoring metrics to maintain the accuracy, service quality above the bench mark and ensure to deliver the customer
4. Coaching and Feedback - Coaching, mentoring and providing the performance feedback to the Customer Champions to be proficient, motivated, delivering the result and performing to their potential on their daily basis
5. Problem Solving and Issue Escalation   - Providing the first resolution to customer issue and escalating the highlighted issues, incident cases and customer complaints to related teams to resolve quick to achieve the customer satisfaction
6. Managing Schedule - Cooperating with the Work Force Management Team to ensure to have enough manpower to handle the incoming call volumes and the schedules are optimized not only to meet the business needs but also to set the schedule to the satisfaction of Call Centre Champions
7. Reporting and Analysis - Responsible for producing daily, weekly, monthly, adhoc reports, analysing data to identify trends and opportunities for improvement
8. Cooperating with Internal Departments - Cooperating with other departments within the organization to ensure that the Call Centre is aligned with not only for products, process and promotion information but also the goals of the organization

Minimum Entry Qualifications

• Any relevant Bachelor Degree

Minimum Experience & Essential Knowledge

• Minimum 2-3 years in a similar role or capacity
• Previous team leadership experience in a Customer service environment.
• Excellent experience in managing teams in large operations