HEAD OF CONTACT CENTRE wanted at MRI Botswana Limited 875 views

MRI Botswana Limited is a citizen owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre services as well as primary healthcare services and pharmaceutical services. The company is looking for a suitably qualified, experienced, self-driven and dynamic professional for the following position.

HEAD OF CONTACT CENTRE

Job Summary

Reporting to the Managing Director, the Head of Contact Centre is a Customer Experience Specialist responsible for the successful delivery of contracted services to corporate clients and their customers In line with agreed performance levels and targets and with the ultimate goal of enhancing customer experience.

Key RrtporaibilitMt

• Drives growth and strategic expansion of the contact centre business by continuously looking for new business opportunities and access to potential markets
• Aggressively pursues creative and innovative competitive strategies to increase market penetration and cement the position of the business in the industry.
• Directs tho outsourced inbound and outbound contact centre operation, continuously enhancing the quality of customer interactions and ensuring high levels of customer experience and customer satisfaction
• Ensures continuous accessibility to the contact centre through a variety of channels including Voice. Email, Web/Uve Chat. Video. Social Media etc.
• Ensures the compliance with applicable regulatory and legal frameworks.
• Implements efficient and effective operational processes that deliver maximum results and ensures appropriate technological improvements designed to bring about efficiency in the operations of the business unit.
• Ensures optimum service performance through adherence to set performance metrics and service level agreements.
• Motivates and effectively manages the performance of Supervisors and Team Leaders to ensure successful delivery of services
• Ensures continuous coaching, training and development of teams, creating succession plans for each contact centre team
• Proactively maintains regular engagement with key clients and manages and develops client relationships by planning and conducting operational client review meetings

Job Requirements and Experience

• A Bachelor’s Degree in Business Administration. Finance. Economics. Sales and Marketing. ICT or related fields
• An additional relevant Master’s Degree will be an added advantage.
• A minimum of eight (8) years of work experience, three 13) of which must have been at managerial level.
• Demonstrable experience in a contact centre environment, with a proven track record m both strategic and operational leadership.
• Demonstrable experience in working with venous contact centre management systems and vendors

Skills and Core Competencies

• Highly strategic and innovative
• Entrepreneurial and commercial thinking
• Excellent relationship management and networking skills
• Analytical, critical thinking and problem-solving skills
• Excellent communicating and presenting skills
• Decisiveness and results driven
• Proven leadership and management skills
• Computer literacy with proficiency in Microsoft Office Suite