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 iLn the recruitment, training and inducting of new Champions into the centre. 

ROLE ACCOUNTABILITIES

1. Managing the Contact Centre Back Office Operation  - Overseeing the Contact Centre back office operation to meet the defined goals and target of the company, managing the  manpower to handle the customer issues and complaints of  across all channels efficiently.
2. Monitoring & Managing Complaints & Resolutions  - Monitoring the back office team's performance in managing complaints and the effectiveness of handling customers complaints to meet the specified service level (SLA)
3. Managing Problem Solving & Issue Escalation - Providing the team direction and guidance to address customer complaints and issues effectively while collaborating with relevant internal and external teams to do so within the agreed timeline
4. Monitoring & Managing External Stakeholders Performance – Following up with the network partners, vendors and other related external stakeholders to resolve the raised issue efficiently and deliver the desired outcome within the set Service Level
5. Managing People  - Involves in recruiting, hiring, on-boarding, arranging training, off-boarding and implementing the employee engagement activities , motivation program, overseeing the employee well-being and ensuring the great working environment
6. 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
7. Coaching & Feedback - Conducting performance evaluations, setting individual goals & target based on the departmental goals, and providing regular coaching and feedback to ensure team members meet the performance metrics.
8. Customer Satisfaction - Ensuring that customers are satisfied with the complaint resolution after closing the issue by reviewing daily receiving complaint trend, monitoring the complaint resolution time, analysing voice of customer and taking appropriate action to address customer complaints or issues.
9. Developing and Implementing Policies & Procedures - Responsible for creating and implementing policies and procedures to manage Contact Centre operations, including handling customer complaint , Standard Operation Procedures, escalation procedures, and quality assurance procedure .
10. Managing Call Centre System - Managing the use of Contact Centre Systems such as  Customer Relationship Management (CRM), Phone Management System, Digital Channels Management System, and other related systems to ensure to use effectively and efficiently based on the of company system policies
11. Cooperating with other departments: Cooperating closely not only with internal departments such as marketing, sales, and IT, Product Team but also for external vendors to drive to close the customer issues within the defined timeline. Also ensuring that Contact Centre is aligned with not only for products , process and promotion information but also the goals of the organization and strategies
12. Analysing Data and Implementing Strategy: Responsible for analysing Contact Centre data to identify trends, areas for improvement, opportunities for growth, and making recommendations to senior management based on the findings.

Minimum Entry Qualifications

• Bachelor degree

Minimum Experience & Essential Knowledge

• Minimum 5 years in a similar role or capacity
• Excellent knowledge of Customer Care systems and processes to drive customer service
• Excellent communications skills, able to clearly and accurately define and communicate as per business needs
• Excellent experience in managing teams in large operations
• Excellent knowledge of Telco processes is essential
• Ability to work cross functionally to ensure end to end processes are respected and implemented
• Able to work within tight timelines and under pressure