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Major Duties and Responsibilities
- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
- Carrying out needs assessments, performance reviews and cost/benefit analyses;
- Setting and meeting performance targets for speed, efficiency, sales and quality;
- Ensuring all relevant communications, records and data are updated and recorded;
- Advising clients on products and services available;
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
- Maintaining up-to-date knowledge of industry developments and involvement in networks;
- Monitoring random calls to improve quality, minimize errors and track operative performance;
- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Recording statistics, user rates and the performance levels of the centre and preparing reports;
- Handling the most complex customer complaints or enquiries;
- Organizing staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
- Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Person Specification
- High Leadership Skill
- Analytical
- Research Savvy
- Team Player
- Proactive
- Self-Starter
- Highly self-motivated
- Strong Operational Skills
- Strong Customer Service Skills
- Strong written and verbal communication skills
- Should possess the skill to work both in team and also perform independently.
- Persuasive, patient manner
- Coaching, Mentoring and leadership skills
- Disciplined
Qualification and Experience
- A foreign degree in any field is preferred.
- Previous experience a
- s a Manager or Supervisor in the call centre of one of the major telecoms. APPLY NOW
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