Manager : Careers

* Call centre operations

Manages all call center operations utilizing best practice call centre and customer contact solutions to meet customer and business requirements
Develops and implements effective strategies, policies and procedures to ensure excellent customer relations through the effective handling of all customer queries
To provide leadership which ensures the delivery of high quality services and builds trust, teamwork, and alignment across the Call Centre
Leads in the improvement of call center operations by analyzing and resolving issues, motioring system perofrmance; perofrming system audits; managing system and process improvement and quality assurance programs
Conducts root cause analysis and makes recommendations to senior management
Ensures continuous improvement in the operations of the call centre
Maintains professional and technical knowledge by tracking emerging trends in call center operations management
Ensures that all key performance indicators and Service Level Agreements are achieved and designed to industry best practice

Minimum of (6) years' progressive management experience in a customer service and/or call center environment
Demonstrated superior customer service skills and knowledge of Continuous Quality Improvement practices
Proven experience in building strong teams and managing performance
Strategic and analytical thinking
Strong Leadership and individual skills
Proven Project Management skills
Excellent communication skills
Prudent budget management
Demonstrated results orientation
Drives culture enhancement
Excellent customer focus
Holds people accountable
Effective team building
Excellent decision making skills
Interpersonal awareness and emotional intelligence
24 hour availability

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