Our client is a reputable and reliable internet and satellite TV provider offering services across the East African Region, looking to fill the position of Head of Customer Care.
The position exists to supervise the call center that serves Satellite customers. The incumbent will plan, promote and administer the Customer Service functions of the entire business at the call centre to ensure a high quality level of service and interface with customers.
He/She will also be responsible for supervising and coordinating the activities of the Outsourced Call Center agents and deliverables from the call center
Key ResponsibilitiesThe position exists to supervise the call center that serves Satellite customers. The incumbent will plan, promote and administer the Customer Service functions of the entire business at the call centre to ensure a high quality level of service and interface with customers.
He/She will also be responsible for supervising and coordinating the activities of the Outsourced Call Center agents and deliverables from the call center
- Manage a team of supervisors and outsource call center agents by providing leadership and managing performance in order to provide a delightful customer experience to all Satellite customers.
- Oversee, coordinate and manage activities of assigned staff including but not limited to attendance, performance & development.
- Ensure high level of customer service and staffing levels through efficient scheduling and adjustment to meet service demands.
- Develop, prepare information related to call drivers, review trends and present recommendations to management based on data review
- Perform Quality Assurance Evaluations.
- Administer employee performance evaluations
- Assist with and/or develop communication for internal or external audiences
- Identify training needs for the team and assist in the associated planning activities.
- Act as a mentor within the team environment.
- Responsible for resolving customer technical issues and outages utilizing all available support resources
- Communicate performance standards and metrics to the team, review progress, provides consistent monthly feedback and guidance for direct reports
- Foster a positive relationship with team members, management and regional partners, conduct regular meeting with direct reports to enhance operational understandings and efficiencies
- Develop and implement development & performance improvement plans as appropriate.
- Support Call Center management with implementing and a maintaining an ongoing improvement environment that continues to deliver an exceptional customer experience.
- Together with team, identify process improvement opportunities & proactively develop implementation plans.
- Communicate and manage expectations for quality and accuracy of work.
- Identify variances and create effective plans to address gaps
- Maintain a high level of product, process and competitive knowledge.
Position Requirements
- Minimum of a Bachelors Degree
- 3 – 4 years of supervisory experience in a customer service leadership position primarily focused on customer care / call center operations. A technical grounding in an ICT or Pay TV environment is preferred.
- Excellent organization, interpersonal and time management skills
- Strong analytical skills and comfort in PC based reporting systems and processes
- Ability to maintain productivity under pressure and to multitask effectively
- Must have superior coaching, leadership and interpersonal skills
- Punctual, regular and consistent attendance
- Tact diplomacy and sensitivity
- Additional training in customer service / call center related areas
- Proficiency in CRM applications and systems
Deadline for application is 11th May 2011.
Only shortlisted candidates will be contacted.
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