Main Purpose:
To coordinate the delivery of excellent service through effective leadership and management of Call Centre CSA’s

Main Job Functions
Manage and report on advisor performance
• Provide coaching and support to advisors ; developing them to ensure that they achieve their full potential
• Perform Quality checks and implement measures to improve performance levels and meet objectives

Submit reports on performance of the assigned advisors

Conduct daily huddles before start of the designated shift

Implement Contact Centre critical business processes and suggest improvements

Participate in identification of critical processes, policies and procedures
• Communicate and support adherence to the processes, policies and procedures

To implement motivational programs to keep morale and retention high
• Recognize the best performing agents in the teams.
• Provide feedback on best performers within the team

Implementation of the Contact Centre HR operations in respect to advisors’ recruitment, training and discipline.
• Participate in the induction of new advisors
• Carry out agent training
• Participate in the advisor interview process
• Hold agents accountable for non-adherence to polices, processes and procedures

Provide feedback on the activities of the key supporting business units (i.e. Workforce, Quality Assurance, CM &T, IT, NOC, Network) to ensure adherence to quality norms
• Collate feedback from agents on welfare and services provided by relevant stakeholders
• Escalation of concerns with relevant stakeholders
• Participate in Contact Centre special projects as required

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

Experience:
• Experience in a service driven organization
• Customer interface, in person and or via the phone
• 2-3 years experience in a call centre environment
• Telecommunication Industry trends

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
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance