Assistant Manager, Customer Experience - Contact Center

About the Role

Leadership and Supervision

• Understand and get involved in defining and overseeing the delivery of the ICEA LION Contact Centre strategic goals.
• Provide leadership to Contact Centre personnel through effective objective setting, delegation, motivation, and communication
• Conduct regular meetings to ensure that Contact Centre personnel and stakeholders are well informed of Contact Centre operations
• Conduct performance appraisals, provide measurable feedback to Contact Centre personnel, propose improvement plans and corrective actions as needed
• Coach and mentor the team to help them improve their skills and abilities through training, a defined feedback mechanism and reward & recognition model

Contact Centre Operations

• Oversee the day-to-day activities and operations of the Contact Centre
• In consultation with the relevant stakeholders, establish and constantly improve the Contact Centre operations management and performance monitoring structures
• Monitor the performance of the Contact Centre and ensure that established budgets, revenue goals, Service Level Standards (SLS) and compliance requirements are met
• Compile, track and ensure that all customer issues, questions and complaints are channeled through the Contact Centre are resolved in a timely manner.
• Monitor individual, team and Contact Centre results to identify and analyze performance trends
• Monitor productivity of customer service representatives and plan for improvement efforts
• Compile and review work volume statistics to inform resourcing levels
• Monitor service calls to observe quality assurance, employee demeanor, technical accuracy and conformity to Company policies
• Make necessary changes in staffing based on day of week, campaigns and other anticipated events
• Define and continuously improve Contact Centre systems, processes, work procedures and schedules to improve efficiency of the agents

Training and Awareness

Identify, develop, and implement training programs as appropriate, covering but not limited to ICEA LION products, services, policies, procedures, processes, systems, skill and competencies

• Coach, mentor and develop Contact Centre agents
• Ensure Contact Centre personnel are continuously aware and well-informed on products, services, customer needs and company-related issues

Quality Assurance

• Work with the Quality Assurance Officer to set, regularly review and improve quality standards
• Be involved in the review of call data to monitor customer experience and related statistics
• Regularly review SLS and Turn Around Times (TATS) and recommend corrective actions
• Ensure data captured and records maintained by contact Centre agents meet the set quality standards

Reporting

• Set appropriate Contact Centre metrics, analytics and reporting framework
• Provide relevant reports on Contact Centre activities to stakeholders
• Monitor and report on the productivity of contact center staff

Administration

• Promote goodwill and a positive image of the Contact Centre
• Ensure the Company’s professional reputation is protected
• Propagate a culture of customer care, professionalism, agility and innovation

Requirements

Qualifications

• A degree in Business Administration or related discipline
• 6 years working experience in Contact Centre operations with at least 2 years in a supervisory role
• Professional qualifications in customer experience or Contact Centre operations

Technical Skills

• Training and coaching skills
• Developing templates for quality assurance and conducting calls quality assurance reviews
• Calls handling and scripting skills
• Tech-savvy
• Corporate social media management skills
• Calls scripting skills

Competencies

• Leadership and supervision skills
• Presentation and communication skills
• Creative and innovative
• Passionate, self-driven and energetic
• Business acumen and analytics
• Customer centric
• Problem solving and conflict resolution skills

The deadline for submission is 20th April 2023.