Global Product Manager - Strategic Marketing - CAS
Medtronic
Contact Center Team Manager
Greenlight Planet
part-time
Posted on:
Origin: • 🇰🇪 Kenya
Visit company websiteJob Level
Junior
About the role
- 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.
Requirements
- Bachelor's Degree/diploma
- 1 year experience managing call center teams (external 2 years)
- Background in managing front-line and/or tier 2 support team accountable for FCR on complex customer issues
- Proficiency with technology, especially computers, software applications and phone systems
- Good analytical and data interpretation skills
- Exceptional verbal and written communication skills
- Strong comprehension of company products, policies and services
- Ability to coach, train and motivate employees and evaluate their performance
- Excellent Problem solving, steering, and customer service skills
- Team management/ supervisory skills experience
- Creative thinker who possesses coaching and communication skills
- Workforce management skills (added advantage)
- Ability to deal with demanding customers and escalations
- Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating
