• Meet monthly key Contact Centre performance goals for customer satisfaction, quality, productivity and other performance metrics. 
  • Monitor and evaluate agent daily performance, including calls, emails, LifeChat and all social media interactions, after- work monitoring, review productivity and attendance reports as well as coach staff members to improve performance. 
  • Ensure that the Contact Centre Operations are in line with best practice by ensuring that agents maintains set standards, documenting breaches and providing feedback to management.
  • Ensure that customers’ questions are answered properly; complaints are resolved quickly as well as handling challenging/Irate customers as refereed by the contact centre team.
  • Report all infractions, breaches, challenges and operational gaps that negatively impact service delivery
  • Strive to provide all customers with an outstanding customer experience. 
  • Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other functional units in a bid to drive operational efficiency. 
  • Stay abreast and informed of all new service offerings, schemes and campaigns and ensure that contact centre agents are properly trained to handle question that may arise from these initiatives.
  • Support and promote all company and departmental sales, service and quality initiatives. 
  • Build and maintain a positive working environment that attracts and retains high- quality staff. 
  • Ensure visibility to agents by walking around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist struggling agents. 
  • Plan and manage a range of non-phone activities for Contact Centre Agents, including workshops, contact centre cross-training to cover all aspect of soft interactions (Email, Social Media, LiveChat, etc)
  • Performance Management and Evaluations: A detailed review of contact center performance expectations and goals, including all KPIs and metrics (productivity, quality, customer satisfaction, attendance/punctuality, schedule adherence etc.) upon which agent performance evaluations will be based.
  • Provide periodic report of the Contact Centre activities to Management 
  • Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs
  • Carrying out all other functions as designated in line with achieving the departmental objectives.

Minimum qualifications

Relevant Bachelor Degree with a minimum of 4-5 years relevant work experience supervising a Contact Centre

Technical Competencies

  • Good Reporting Skills
  • Good Call handling Skills
  • Ability to communicate professionally via other platforms (Email, LifeChat & Social Media)
  • Good working knowledge of several customer interaction platforms.
  • Hands on experience with several Telephony applications (Avaya, Digium, Switchbox, etc)
  • Proficiency in the use of the Microsoft office Suite.

Behavioral Competencies

  • Good Leadership and mentorship skills
  • Ability to coordinate diverse teams
  • Ability to relate professionally with customers, colleagues and other stakeholders 
  • Basic understanding of at least 2 local dialects.