Manager

• Manage, coach and motivate customer service executives across voice and non-voice platforms.
• Mentor contact center employees and assist in the coaching and mentoring process to ensure agents provide quality customer experience.
• Drive team performance against assigned KPIs through continuous engagement and performance management.
• Monitor performance metrics, identify and resolve performance/behavior/attendance issues using prescribed techniques.
• Perform real-time floor monitoring to ensure schedule and shift adherence; provide floor support on customer queries.
• Conduct daily pre-shift team meetings to set focus and priorities.
• Keep up to date with business development and new product lines and relay knowledge to the team.
• Manage day-to-day line activities, prioritize tasks, assess risks and work towards achieving SLAs.
• Ensure training and development plans and schedules are maintained for all team members.
• Manage performance management and disciplinary measures fairly and consistently.
• Head and inspire a team to deliver individual/team performance and customer satisfaction.
• Ensure daily, weekly and monthly reporting on service campaign performance against metrics.
• Review and give feedback on processes and policies to ensure clients are served within required timelines.
• Manage escalations, including major system outages, and follow through with feedback to stakeholders.
• Work with management to identify and deliver change, highlight operational risks and areas for improvement.
• Reports to Country Contact Center Manager.

Contact Center Team Manager

Training & Development Manager

Execution and Enablement Manager

Contact Center Team Manager

Retail Network Manager