Job Description

Job Responsibilities;- Assisting in the daily operation of the call centre to ensure KPI's are met and maintained in line with company defined objectives.- Ensuring the process is compliant with the agreed quality guidelines.- Ensuring customer complaints are actioned and resolved as per service guidelines.- Assisting in the development and implementation of projects to improve performance against targets.- Assisting in the analysis of performance and identification of improvement areas.- Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them.- Seeking specialist support where appropriate.- Actively supporting company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.- Coaching and mentoring team leaders/managers while assisting in their training and development.- Assisting in budgetary management.Job Profile:- Clearly define responsibilities for all levels and develop key performance indicators/goals to ensure effective and efficient operation of the call centre- Continuously engage with other functions in the Organization to improve processes by eliminating gaps for better service delivery and an inclusive culture for the Call Center Team- Assist the Site Head in ensuring that a healthy, performance oriented and positive culture prevails in the Call Center- Asisst the Site Head in ensuring work-as-usual in absence of a peer i.e., another Managers absence on the floor- Effectively manage customer escalations- Spear head Reward and recognition and other engagement activities at the Center- Undertaking regular one-to-one meetings, team meetings at various levels, training and counselling/coaching sessions for all direct reports, conducting regular performance appraisals and remuneration reviews.- Budgetary management. (ref:updazz.com)

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