Job Expired

Main Purpose:
To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s

Main Job Functions
Manage and report on advisor performance
• Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
• Perform Quality checks and implement measures to improve performance levels and meet objectives
• Submit reports on performance of the assigned advisors
• Conduct daily huddles before start of the designated shift

Implement Contact Centre critical business processes and suggest improvements
• Participate in identification of critical processes, policies and procedures
• Communicate and support adherence to the processes, policies and procedures

To implement motivational programs to keep morale and retention high
• Recognize the best performing agents in the teams.
• Provide feedback on best performers within the team

Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.
• Participate in the induction of new advisors
• Carry out agent training
• Participate in the advisor interview process
• Hold agents accountable for non-adherence to polices, processes and procedures

Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms
• Collate feedback from agents on welfare and services provided by relevant stakeholders
• Escalation of concerns with relevant stakeholders
• Participate in Contact Centre special projects as required

Education
• Bachelor’s degree in business administration, Social Sciences or any other relevant field.

Experience:
• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 2-3 years experience in a call centre environment
• Telecommunication Industry trends

Knowledge, Skills and Attributes:
• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
• Good Communication skills
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance