Manger – Call Center

Call Center Operations

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

Execution of service strategy

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

Call Center daily operations and activites

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

People management and capability building

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

Skills

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