Contact Centre Manager

Company description:

Digicel Group Limited

Job description:

Job Profile:  Contact Centre Manager

Primary Objective of the job:

• The Contact Centre Manager is responsible for the hiring, training, and managing staff to handle customer service issues and delivering exceptional experiences through the customer care touchpoints.
• Ensure to set, meet, and exceed goals by providing customer’s excellent service and helping motivate their team to do the same using key performance indicators.

Main Duties and Responsibilities:

• Provides clear guidelines and direction for the Team Leaders to achieve their objectives
• Sets and manages team engagements to continuously improve the performance of employees, encouraging performance management, coaching and goal setting
• Tracks, manages and encourages the adherence to HR processes and policies
• Ensures a positive culture within the contact centre by reviewing and improving employee satisfaction levels
• Establishes operational targets, best practices and training programs that support service, sales, quality and efficiency standards
• Analyzes and develops key performance criteria and standards to monitor and manage the contact centre employees
• Develops collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results
• Prepares reports and analyzes contact centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Hold recurring meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Deliver skip level meets with agents to ensure voice of the agent is heard and acted on
• Deliver ongoing coaching, development and performance management within the contact centre
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• Identifying and addressing people issues, and usually having responsibility of adhering to HR processes

Academic qualifications and experience required for job:

• Bachelor’s degree in Business (or equivalent professional qualification).
• A minimum 5 years’ experience in a customer service environment
• Minimum 2 year supervisory experience (unless being promoted from within the dept.)
• Certification in Microsoft Office Suite