Manager, Contact Center Operations

JOB
DESCRIPTION:

The Manager, Contact Center Operations role is responsible for
delivering exceptional customer service to d.light customers and end-users
through supporting selected partners. The job holder will continuously seek
ways to improve cost-efficiency, achieve targeted customer service metrics, and
champion a "customer-first" culture within the organization.

ROLES
&RESPONSIBILITIES:

•  Implement and measure KPIs to drive
  improvement of service delivery standards.
  
• Collaborate with d.light's technical team
  and contact center partners to solve customer issues promptly and prevent
  recurrence of the same.
  
• Enhance the competency and skills level of
  the service team through necessary training and evaluation of its
  effectiveness.
  
•  Deliver on set contact center metrics and
  targets within agreed timelines and costs.
  
• Drive and implement all actions as
  requested by the business.
  

KEY
PERFORMANCE INDICATORS (KPIs):

• Customer satisfaction versus target (Net
  Promoter Score)
  
• Average cost of customer service delivery
  versus target
  
• Call productivity at Call Center
  
• Partner Engagement Feedback
  
• Call Centre Metrics
  (Inbound/Outbound/KYC/Upsell)
  

Requirements

DESIRED
SKILLS AND EXPERIENCE:

·        Bachelor's degree in social sciences or a
business-related field.

·        An additional focused Call Centre
qualification and Diploma in Customer Services Management will be an added
advantage.

·        Five years' working experience at the Call
Centre or in the Service Industry.

·        Experience at technology-oriented service
firms; Mobile telephony, BPO call centers, etc. will be an added advantage.

·         Excellent interpersonal skills with the
ability to motivate for results.

·        Excellent oral and written communication
skills.

·        Dependability and multitasking abilities.

KNOWLEDGE:

• Competence in Operations, Technical
  knowledge, and Business processes with the ability to manage teams and monitor
  performance.
  
• Knowledge of Call Centre Industry, Market
  and customer trends, and Good standard operating procedures.
  
• Technical Knowledge in service supporting
  experience.
  

SKILLS:

• Coaching
  
• Written and Verbal communication (letter
  writing, report writing)
  
• Computer skills (MS Word, Excel,
  PowerPoint)
  
• Problem-solving, and decision-making
  
• Planning, and organizing with attention to
  detail.