JOB DESCRIPTION

To plan and coordinate the day-to-day activities of the National Contact Center in order to provide superior customer service to all customers.

KEY ACTIVITIES

1. Operational Management – Supervises others to deliver prescribed operational outcomes while working within established systems.
2. Client & Customer Management (External) – Carries out prescribed client management activities and provides support to others by following existing procedures
3. Data Management – Delivers prescribed outcomes by working as directed within established data management systems and procedures
4. External Communication – Supports others so they can use and benefit from the existing external communications systems.
5. Data Collection & Analysis – Prepares and analyses daily and monthly statistical reports on performance data against the set performance measures for decision making by management
6. Solution Analysis – Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
7. People Management – Improves personal performance and coaches others when required using performance management systems and protocols
8. Safety, Health and Environment – Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation’s standards are adhered to.

EDUCATION REQUIRED

At least a Bachelor’s Degree in Contact Center Management/ Marketing/ Business Administration or related qualification from a recognized University.

EXPERIENCE REQUIRED

At least three (3) years post qualification experience in a Customer Service or Contact Center environment.

Twelve (12) months supervisory experience is a requisite.

COMPETENCIES

BEHAVIOURAL SKILLS

1. Earning Trust
2. Initiative
3. Drive for Results
4. Collaborative Influence
5. Team Leadership
6. Adaptability
7. Approach to Thinking
8. Attention to Detail
9. Information Seeking
10. People Development

TECHNICAL SKILLS

1. Customer Service Delivery
2. Computer Skills
3. Data Collection & Analysis
4. Data Management
5. Planning & Organizing
6. Policy and Procedures
7. Review & Reporting
8. Verbal Communication
9. Managing Change

JOB CHALLENGES

• Customer service delivery due to reliance on other sections to resolve customer calls and achieve the set customer service standards (Distribution Control Office to resolve faults, pre-paid office to unblock customers)
• Information flow with relevant sections
• Planning & scheduling of all the shifts to ensure 24hr contact center operation
• Relationship management
• Stakeholder expectation management