KEY JOB FUNCTIONS 

• Managing CC operations. Supporting the Operations Manager, the role holder will be responsible for  overseeing the day-to-day operations of the call center with the aim of providing a seamless service to our customers across multiple customer facing teams 

• Multiple channel management. Managing multiple customer interaction channels: Voice (inbound and  outbound) and non-voice (Online chat, WhatsApp, Facebook etc.) 

• Process improvements. Reviewing and streamlining internal customer care processes and providing  recommendations for continuous improvements across the call center teams to achieve incremental  efficiencies 

• Performance management. Scheduling and carrying out performance discussions, coaching and mentoring  sessions to support the call center agents in achieving their individual targets 

• Recruitment. Planning for, and recruiting agents based on the call center staffing needs and as guided by the  work force forecasting requirements 

• Problem solving. The point of contact for all escalated issues related to customers, people, systems, or  processes that require a supervisor level to resolve 

• Cost control. Managing the call Centre operations within cost effective parameters and according to budget  mandates 

• People management. Point of contact between HR Business partner and the customer care agents on people  related topics 

• Reporting and analysis. Providing reporting visibility on all key call center metrics both overall and at an  individual agent level 

• Tele-sales. Leading a team of tele-sales agents responsible for upgrading our customers with our other products through pitching and cross-selling via the telephone 

• Collections. Leading a team of collections agents responsible for collecting money owed from customers falling behind on their payments, to get them back on track 

• BPO liaison. Point of contract for all engagements with BPO partner including providing guidance on set  up requirements, including: People (Head count), process, systems and training

EXPERIENCE, SKILLS AND COMPETENCIES  

Experience:  

• Over 3 years’ experience in a similar role 

• Previous experience working in a call center environment 

• Experience working with BPO’s or in a BPO setting is preferred 

• Experience working with Collections and Tele-sales teams 

• Experience managing multiple customer interaction channels (voice and non-voice)

• People leadership and management experience in a similar capacity  

• Good understanding of call Centre operations and metrics 

Education:  

• Bachelor’s degree in any related field 

Competencies:  

• Strong analytical and excellent communication skills 

• Excellent problem-solving skills 

Department : Customer Care

Reporting to: Country Manager

PLEASE NOTE  

 At our company, as a policy we do not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.