Manager, Contact Center Operations

Job Description
The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners. The job holder will continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.
Roles &responsibilities

• Implement and measure KPIs to drive improvement of service delivery standards.
• Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
• Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
• Deliver on set contact center metrics and targets within agreed timelines and costs.
• Drive and implement all actions as requested by the business.
  

KEY PERFORMANCE INDICATORS (KPIs)

• Customer satisfaction versus target (Net Promoter Score)
• Average cost of customer service delivery versus target
• Call productivity at Call Center
• Partner Engagement Feedback
• Call Centre Metrics (Inbound/Outbound/KYC/Upsell)
  

Requirements
DESIRED SKILLS AND EXPERIENCE:

• Bachelor's degree in social sciences or a business-related field.
• An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
• Five years' working experience at the Call Centre or in the Service Industry.
• Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
• Excellent interpersonal skills with the ability to motivate for results.
• Excellent oral and written communication skills.
• Dependability and multitasking abilities.
  

Knowledge

• Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
• Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
• Technical Knowledge in service supporting experience.
  

Skills

• Coaching
• Written and Verbal communication (letter writing, report writing)
• Computer skills (MS Word, Excel, PowerPoint)
• Problem-solving, and decision-making
• Planning, and organizing with attention to detail.

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