Main Purpose:
To oversee Call Centre daily operations, ensuring efficient and effective customer service delivery by both online and back-office Contact Centre functions.

Main Job Functions
• To manage the performance and development of staff in the Contact Centre.
• To develop a credible employee value proposition to maximize employee satisfaction and support retention.
• Implementation of the Contact Centre HR operations in respect to Contact Centre staff recruitment, training, and discipline.
• Perform periodic quality checks and implement strategies to ensure performance improvement and relevance to the ever-changing customer needs.
• To implement appropriate strategies for customer acquisition, retention, and loyalty
• To promote and enforce strategic change to realize both the Contact Centre and Business objectives.
• To investigate, research and maximize technology to give state of the art customer service.
• Streamlining of the functional structure, implementation of effective workload forecasting & shift scheduling for optimal utilization of available resources.
• To conduct impact analysis and report on delivered learning and development initiatives undertaken.
• To plan and monitor implementation of the Contact Centre operational activities and annual Budgets.
• To submit Management and Board reports as required
• To manage relationships and nurture synergies with the supporting business units
• To facilitate the planning of the Contact Centre Strategies and annual Budgets
• Improve Operational Efficiencies (resource utilization & Technology utilization)
• Monitor implementation of the workplace health and safety practices.

Key Areas of Performance Include:
• Prototype developments
• Testing and optimization of prototypes
• Graphic design for both digital and traditional advertising channels

Independent thought and Judgement:
• Apply required competencies or skills to manage supervisor.
• Take corrective steps to address disciplinary issues.
• Contingency planning
• Decisions based on learned knowledge of procedures
• Apply required competence or skills to manage escalations.

Education
• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.

Experience:
• 3-5 years in Contact Centre environment, at least 2 of which in supervisory position.
• Systems, Strategy, SLA Management, HR practices, People management, Performance management

Knowledge, Skills and Attributes:
• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
• Good Communication skills
• Strategic cascading skills
• Negotiation skills.
• Problem solving skills.
• Decision Making Ability
• Business Writing

General working conditions/ Inherent requirements/ Tools of trade
• Frequent visual, listening concentration, sitting, telephone & computer usage.
• 24/7 Contact Centre Operation
• Involvement in special projects as needed.
• Observe requirements and obligations under the workplace health and safety practices.