Duties: Omnichannel Customer Interaction Management - Oversee a multifaceted contact centre that handles a variety of queries, including first line and second line technical issues, billing enquiries, and general customer concerns across multiple channels such as voice calls, chatbots, social media, WhatsApp, and other digital platforms. - Ensure seamless and consistent customer service across all channels, Operational Leadership - Maintain a strong focus on call centre metrics such as reducing call volumes, improving first call resolution rates, minimising Average Wait Time (AWT), enhancing Customer Satisfaction (CSAT), and ensuring high occupancy rates. - Employ forecasting and shift planning techniques to effectively allocate resources, ensuring customer inquiries are addressed promptly and efficiently across all channels. Technical Expertise and Product Ownership - Serve as a subject matter expert in resolving complex technical queries related to companies services. - Assume Product Ownership of Qcontact (contact centre software), ensuring its optimal utilisation for enhancing customer experience and achieving cost efficiency. Customer Experience and Self-Service Advancement - Drive continuous initiatives to enhance customer experience, aiming for excellence in customer support across all interaction channels. - Promote and develop self-service options to empower customers and reduce dependency on direct call centre engagement Cost Management and Efficiency - Strategise and implement cost-saving and efficiency-improving measures without compromising service quality across all . - Identify and rectify inefficiencies within call centre operations, ensuring a streamlined and cost-effective service model. People Management and Leadership - Exhibit strong people management skills, leading by example and fostering an environment of professional growth and accountability. - Ensure the supervisory team is well-organised, performance-driven, and adept at handling escalations and complex customer interactions across various communication channels. Supervisory / Leadership / Managerial - Recruit, train, and retain a highly skilled contact centre team, ensuring members are equipped to handle technical, billing, and general queries across various channels such as voice, chatbot, social media, and WhatsApp. - Regularly assess the performance of the contact centre team, ensuring alignment with key performance indicators such as call volume reduction, first call resolution, Average Wait Time (AWT), Customer Satisfaction (CSAT), and occupancy rates. - Implement a robust framework for monitoring and enhancing performance across all customer interaction channels, fostering a culture of continuous improvement. - Cultivate a workplace environment that prioritises professionalism, commitment, and a customer-centric approach, encouraging team members to take ownership of customer experiences. - Invest in the ongoing development and career progression of team members, identifying and nurturing future leaders within the contact centre, and ensuring a pipeline of talent to sustain operational excellence. Requirements: Education: - Minimum of 3-year relevant degree/diploma - Diploma in Information Technology, Computer Science, Engineering, advantageous Experience: - Minimum of 8 years experience in managing a call centre - Must have managed a call centre with over 60 agents. - Familiarity with software systems, processes and controls used in call centre - Business Acumen: Effectively manage budgets, provide input to strategy and ensure alignment of goals to strategy - Team Leadership & Development: Decision-making, collaboration, communication, interpersonal understanding and conflict management skills - Principles of Workforce Management & Staff Scheduling: Understanding of business cycles and forecasting staff requirements - Analytical Thinking: Problem-solving and reasoning skills Should you not receive a response within 10 working days, please consider your application as unsuccessful
