Contact Centre -Team Lead at Britam

Job description

Job Purpose

To ensure the provision of 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 or 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.
• Perform any other duties as may be assigned from time to time
• University degree in a social science or business related field.
• At least 2-3 years’ experience running a call centre

Working Relationships

Internal Relationships

The Contact Centre Team Lead will;

• Be accountable to the Head of Customer Experience
• Work with all staff, departments, Britam management and Branch Offices.

External Relationships

• Britam customers
• Service providers

Essential Competencies

• Leading and Supervising: Provides team with a clear direction based on the overall strategy and objectives of the department; motivates and empowers others with a clear sense of purpose; creates a positive climate that fosters learning and development; acknowledge high potential talent within the team; sets and articulates the vision and values through own personal behaviour.
• Persuading and Influencing: Gains clear agreement and commitment from other; promotes the departmental strategy and objectives during team conversations; promotes ideas on behalf of the team and or department; makes a strong personal impact on others; takes care to manage the team’s impression and brand on others.
• Presenting and Communicating Information: Speaks fluently; expresses opinions, information and key points of an argument clearly; responds quickly to the needs of an audience and to their reactions and feedback; projects credibility.
• Adhering to Principles and Values: Upholds ethics and values; demonstrates integrity; encourages team and individual responsibility towards the community and the environment.
• Analysing: Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.
• Planning and Organising: Sets clearly defined team objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors team performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.