Manger - Call Center

Job Description

Call Center Operations

1. Ensures reports & dashboards are prepared for the unit to manage call center daily performance
2. Analyse customer call trends and behaviour to collect key information to aid in identifying possible complaints
3. Implement & monitor call center service unit plan to handle customer calls and cases ensuring effective First Contact Resolution
4. Build a strong relationship with preauthorization team to facilitate the role of call center team to deliver the services.

Execution of service strategy

1. Develop and implement call center policies and procedures
2. Satisfy escalated customer issues by answering inquiries and resolving complaints

Call Center daily operations and activities

1. Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload
2. Manage the daily units operations to ensure the highest level of efficiency and compliance with policies, procedures, and process
3. Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators
4. Plan, prioritize and delegate work tasks to ensure effective unit operations

People management and capability building

1. Ensure and facilitate goal setting; manage and constantly review individual performance
2. Provide regular feedback, coaching and development
3. Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives

Skills

1. Strong background in customer service in telecommunications, insurance, hospitals, banks or FMCG.
2. Able to multitask and work well under stress
3. Commercial skills in combination with service focused mindset
4. Strong trouble shooting, problem-solving and analytical skills
5. Excellent follow up skills
6. Strong communication skills
7. Strong leadership skills and handling the team