TEAM LEAD: CONTACT CENTRE (x2 positions) – Water Utilities Corporation

TEAM LEAD: CONTACT CENTRE X 2

Closing Date : 08 Mar, 2021

Job Detail:

This role serves to maximise customer satisfaction by providing interaction between internal and external customers on queries, enquiries, and reports through Customer Relationship Management (CRM) and Business Communication Management (BCM) Systems in adherence to the set customer service standards.

The role serves customers by planning and implementing contact centre strategies and operations, improving systems and processes, and managing contact staff.

 

Key Responsibilities

• Relationship Building
• Contact Centre Management
• Customer Experience
• People Management & Functional Effectiveness
• Financial Management
• Compliance &Governance
• Culture

 

Outputs and Measures

• Effective SLA Management
• High Performance Contact Centre
• Customer Satisfaction
• Customer Service Standards
• Inbound and outbound Calls
• Communication Script
• Call Centre Database
• Qualitative and Quantitative Targets
• Efficient Call Centre Metrics

 

Qualification and Experience

• A Bachelor’s Degree in Business Administration, Business Management, Management, Marketing, Commerce, or related field
• Five (5) years’ experience in a Call Centre, or related Customer Service function including two (2) years’ experience in a management or supervisory capacity
• Valid Driver’s License (Class B)

 

Competencies

• Business Development
• SLA Management
• Contact Centre Management
• Service Standards Development & Performance Management
• Customer Experience Activation

 

Renumeration

Salary    :  An attractive Salary Package commensurate to the market

Leave    :  25 working days per annum

Pension:  A Contributory Pension Scheme (16.5% WUC and 4% Employee)

 

Other Benefits

• Group Life Assurance (24-hour coverage)
• 50% paid by the Corporation towards Medical Aid
• Non-Guarantee Mortgage Loan Scheme
• Non-Guarantee Auto/Car Loan Scheme
• Non-Guarantee Personal Loan Scheme