Supervisor – Member Engagement Centre

Responsible for coordinating and monitoring a team of Member Engagement Officers to ensure that service standards and targets are met by delivering timely, accurate resolution of customer service inquires.

MAJOR RESPONSIBILITIES & DUTIES

• Monitor Member Engagement officers’ interactions with members and customers to ensure that service standards are maintained.
• Supervise Member Engagement officers to include: prioritizing and assigning work; conducting coaching; ensuring employees adhere to policies and procedures; and making hiring, termination, and disciplinary recommendations.
• Conduct performance evaluations for Member Engagement officers and make recommendations for advancement through certification levels.
• Monitor call recording software for quality, identify training needs and arrange the required coaching and or training.
• Develop standard scripts to guide the conversation of Member Engagement officers with members/customers.   
• Monitor responses in reply to member/customer queries and requests for information to ensure they are dealt with accurately in keeping with service standards, guidelines and procedures, with respect to requests received via letter, telephone, email, website or social media, and other requests as assigned by the Manager – Member Engagement.
• Train new employees to function effectively when dealing with members/customers via the letter, telephone, email, website, social media and other electronic channels.
• Purchase various sundry and break items for the team and monitor their distribution and use.
• Ensure that the documents relating to remuneration of the Member Engagement team are prepared accurately and submitted in keeping with prescribed policies.
• Prepare roster of work teams on a weekly basis.
• Review documents and reports prepared by Member Engagement officers to ensure their accuracy and completeness; follow up to ensure that incomplete or incorrect documents are corrected.
• Handle member/customer requests, queries or complaints that cannot be resolved by the Member Engagement officers and escalate accordingly.
• Monitor issue tracking database to ensure cases are closed within established service levels.
• Approve member/customer requests for further processing. 
• Monitor the execution of campaigns and sales leads and ensure the relevant databases are updated with the information for use by the Sales team.
• Maintain a repository of scripts, documents, frequently asked questions (FAQ) and other relevant information to allow Member Engagement officer to respond appropriately to members/customers.
• Compile and analyse member engagement statistics with a view to improving the Department’s performance.
• Sign letters relating to customer requests for forms and information received by the Department and ensure they are dispatched in a timely manner.
• Prepare and submit reports on the Department’s activities, challenges and achievements as required.
• Perform any other related duties that may be assigned from time to time.

QUALIFICATIONS & EXPERIENCES:

• First Degree in Business Administration or equivalent from a recognized tertiary institution.
• A minimum of two (2) years experience in a similar position.
• Certificate in Supervisory Management.

KNOWLEDGE AND COMPETENCIES:

• Sound knowledge of customer service principles and policies to include call centre telephony and technology.
• Proficient in the use of ICBS, Microsoft Office Suite and be able to navigate new software quickly.
• Sound knowledge of VMBS’ Mortgage principles and policies.
• Sound knowledge of the principles and practices of good customer relations and complaint resolution.
• Excellent interpersonal, supervisory and coaching skills.
•  Excellent negotiating skills.
• Ability to tactfully resolve customer complaints.
• Ability to communicate effectively, both orally and in writing.
• Mature, responsible and organized approach to work and ability to cope under stress.
• Clear diction, pleasant speaking voice and a good command of the English Language.
• Keen attention to detail and accuracy.
• Good time management skills.
• Good planning and organizing skills.

(Application Deadline: March 31, 2023)