Team Lead, Communication & Social Media
Job Purpose:
To ensure the provision of
the consistently high-quality Customer experience through quality service
interactions by the Contact Centre team in compliance with overall Service
strategy and standards while ensuring full accessibility and availability of
the Centre to Customers.
Key responsibilities:
- To
ensure Contact Centre Services are adhered to in order to maintain high
level performance of the service and support teams.
- To
maintain desirable service levels at Contact Centre operations.
- To
lead and manage the human resources at the Contact Centre to ensure the existence
of an environment where the team has high engagement, motivation and
energy levels by being highly responsive to their concerns and needs.
- To
manage and optimize Contact Centre resources including and not limited to:
the organization and planning of Contact Centre staff schedules/shifts;
Contact Centre systems and processes.
- To
put in place and implement staff learning and development plans for all
Contact Centre Services and support teams.
- To
ensure best practice standards are adhered to in the formulation of
Contact Centre metrics and processes in comparison with best-in-class
contact Centres.
- To
develop and follow through service improvement initiatives and processes
for the Business from Customer feedback obtained from Contact Centre to
ensure overall Service improvement for the Group.
- To
ensure the Contact Centre’s compliance to Business Processes and
Procedures.
- Address
any disciplinary issues and update the same in the coaching database.
- Monitor
service level performance within the queues/skillsets and cascade any call
flow issues to the relevant team to address all the while informing the
shift manager of the progress.
- Ensure
availability of work resources/facilities i.e. working hardware of each
workstation and report cases of faulty workstations to the IT team for
follow up and advise the shift manager on the progress.
- Provide
daily/weekly reports to shift members/call center managers to promote a
seamless floor handover process.
- Perform
any other duties as may be assigned from time to time.
Key Performance Measures:
As described in your
Personal Score Card.
Knowledge, experience
and qualifications required:
- University
degree in a social science or business-related field.
- At
least 2-3 years’ experience running a call centre
- Excellent
knowledge of customer service operations, policies and processes and
procedures.
- Demonstrable
good written and verbal communication skills.
- Excellent
knowledge of Britam’s Products and Services.
- Ability
to motivate people.
- Excellent
people skills for building relationships with colleagues at all levels.
- Positive,
proactive, confident, energetic and able to work under pressure.
Technical/ Functional
competencies:
- Ability
to discreetly handle sensitive and confidential information.
- Strong
organizational skills; ability to prioritize work and meet deadlines.
- Strong
writing, analysis and presentation skills.
- Computer
literate (MS Word, PowerPoint and Excel expert).
- Records
management.
- Planning
and organizational skills.
