Friday, December 21, 2018

Job Opportunity at Empower Group Limited, Contact Centre Manager

Contact Centre Manager

Type: Full Time
Category: Management
Location: Arusha
Other Categories: Admin & Clerical , Customer Service Relations
Job Level: Manager
Deadline: 17th January, 2019

Roles and Responsibilities

Strategy Formulation & Execution:

  • Implement Customer Experience strategy
  • Embed a customer centered culture
  • Ensure consistent customer experience across touch points channel
  • Implement Customer Lifecycle roadmap to ensure that the maximum value is derived from customers

Operational Delivery:

  • Drive a ‘customer first approach’ across all touch points
  • Implement policies, and processes to ensure we continue to invest in – and differentiate with – an extraordinary customer experience
  • Using customer journey mapping and methodology to identify pain points and create solutions to address these
  • Ensure development of customer experience standards across all touch points
  • Drives key ‘voice of customer’ initiatives throughout the organization with the ultimate goal of enhancing customer satisfaction, increasing sales, reducing costs, and positively moving customer loyalty
  • Analyses customer complaints obtained through the customer relationship management systems to ensure the identification of root causes of service issues
  • Successfully implement customer metrics/insights, KPIs and processes
  • Drive appropriate level of customer segmentation to deliver personalized and relevant customer touch-points experience
  • Ensure attainment tactical effectiveness in of touchpoints excellence & procedures
  • Effective liaison between various functions / departments within the organization to gain support and help resolve issues
  • Monitor, identify and highlight any gaps observed in process or service delivery to enhance customer experience
  • Identify bottlenecks, find solutions, facilitate and implement process improvements

Training (CEx & Touchpoint Capability Development)

  • To support CEx & Care through the training of staff in specified operational training identified in line with the Customer journey, systems and any operational initiatives
  • To build the capacity of staff to deliver on the CEx journey roadmap and/or any new developments in CEx & Care
  • Ensure that refresher trainings are conducted to enhance the skills of staff
  • Initiate measures to enhance the competency and skills level of the service team by conducting necessary training and evaluating the effectiveness of the training

Budget Management

  • Manage annual budget and forecast exercises
  • Rigorously monitor performance against approved budgets and put measures in place to address variances. Continuously identify areas for improved efficiency

People Management

  • Provide leadership in the aspect of performance direction, goal clarification, communication, engagement, ethics, commitment & energy
  • Talent management, capacity, competence & skills – development
  • Responsible for team strength & performance level (attraction, selection, retention & development of Customer Care Team)
  • Ensure subordinate assistant managers have clear, current and measurable goals; hold direct reports accountable for their own results and obstacles and deal with underperformance
  • Ensure alignment with team strength, performance and energy matched strategic requirements – under performers identified, improved or removed

Educational Qualifications

  • Bachelors degree in a business related field 

Experience Requirements

  • Minimum of 5-6 years of Customer Experience, detailed commercial and financial acumen, balanced with creative flair
  • Well versed and deep understanding in contact center elements and data analytics
  • Demonstrate governance management skills in managing 3rd party partners within an outsourced call center environment.
  • Strong mindset for continuous improvement and meeting or exceeding expectations and able to demonstrate complete discretion and confidentiality
  • Superior verbal and written communication skills (multiple language will be an advantage), with an emphasis on tact and diplomacy
  • Excellent organizational, multi-tasking and time-management skills
  • Passion for social enterprise, development of people and environmental benefits