Job 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 coaching and mentoring to ensure quality customer experience.
- Drive team performance to meet/exceed assigned KPIs through continuous engagement.
- Regularly monitor performance metrics and ensure adequate performance evaluation procedures; highlight concerns impacting team performance.
- Ensure implementation and compliance with company policy; monitor and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Real-time floor monitoring to ensure schedule and shift adherence; provide floor support on customer queries.
- Conduct daily pre-shift team meetings setting focus and priorities to ensure agent productivity.
- Motivate and coach the team while ensuring optimum performance.
- Keep up to date with business development and new product lines and relay knowledge to the team.
- Manage day-to-day line activities, prioritize and make risk/impact assessments to achieve SLAs.
- Ensure training and development plans and schedules are maintained for all team members.
- Manage fair and consistent application of performance management and disciplinary measures.
- Head and inspire a team of customer service agents to deliver high individual/team performance and customer satisfaction.
- Ensure daily, weekly, and monthly reporting on service campaign performance against metrics.
- Ensure clients are served within required timelines; review and give feedback on process and policy improvements.
- Manage case management and customer escalations to resolve within defined SLAs; document recommendations and drive implementation.
- Manage and handle escalated issues disrupting service delivery and major system outages; follow-through and provide feedback to stakeholders.
- Work with management to identify and deliver positive change and business efficiencies; highlight operational risks and improvement areas.
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 experience
- Creative thinker with coaching and communication skills
- Workforce management skills (added advantage)
- Ability to deal with demanding customers and escalations
- Experience managing customer escalations resulting in favorable customer satisfaction rating