Responsibilities:
- Oversee day-to-day operations ensuring that SLAs and KPIs are continually reviewed and met with optimum levels of quality, service delivery and cost
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
- Provide leadership, development and coaching of team leaders and agents.
- Contribute to the design and implementation of Change Programs and Project which impact the contact centre.
- Building and maintaining effective internal and external stakeholder relationships
- Identifying and instilling best practice, processes, and systems and drive continuous improvement environment.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Responsible for defining customer journeys
- Collaborates with all functions to integrate and execute the right processes, technology, and people to deliver an optimal customer experience
- Shares responsibility for NPS goals
Key Skills Sought:
- Excellent communication skills - verbal, written to include report writing and group presentations
- Influencing and negotiation skills
- Well developed interpersonal skills
- Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors e.g. volume v price
- Excellent organization skills, able to prioritize
- A collaborative team player - concerned with the team success as well as individual performance
- Visible Leadership skills - can motivate others to achieve
- Solution orientated, decisive by nature
Personal Attributes:
- Self-starter - high energy levels
- Positive and Enthusiastic
- Resourceful
- Strong professionally - credible with integrity
- Good Listener - will challenge constructively and respond well to feedback
Requirements: 5 to 10 years preferably from Strategy or Project Management background
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