Contact Centre Manager (JB1538)
Aligned to the Institution’s vision and strategy to deliver an end-to-end seamless customer service to our student body, the Contact Centre Manager provides operational, technical and administrative management and leadership and is accountable for the management of all customer services associated tasks.
This includes the management and support of the contact center in implementing and achieving set input and output standards, accountability for the contact center’s performance through the monitoring of service quality, and the coaching of team leaders and contact CENTRE agents.
Educational Requirements :
Degree / Diploma in Contact Centre Management
6-10 years contact center experience
At least 5 years contact CENTRE experience in a senior management role
Main Purpose :
To set up a fully operational contact center, implement telephony systems effectively. Motivating team managers and call CENTRE agents to achieve daily, weekly and monthly targets.
Meeting call center targets set by management for both inbound and outbound activities.
Reviewing and assessing results of quality and compliance and implementing the necessary action plans.
Identify problem areas within our service delivery portal and setting process and practice that provide resolution
Conducting of real time monitoring.
Ensuring the continuous application of PIP processes
Managing of employee’s performance driven targets
Planning, organizing and controlling the contact CENTRE team according to dialer efficiencies (work force management for contact center’s (WFM) adherence)
Creating a highly productive work environment recognizing contribution, retention, attendance and reward
Analysis and reporting of performance and strategy implementation in a clear and concise manner to all business stakeholders
Key Performance areas :
Management of contact CENTRE delivery
Quality and compliance management