Manager, Contact Centres at Wananchi Group

Department: Customer Experience

Position Reporting to: Director, Customer Experience

Manages Others: Yes

Positions Managed:

• B2C contact centres across Countries
• Team Leaders
• Call Centre, Shops, Ecare, Billing Teams
• BPO vendors

Job Purpose / Summary:

Reporting to the Customer Experience Director, the Manager – Contact Centres is responsible for:

• Leadership to keep Team focused on Company objectives
• Customer Satisfaction
• Performance Monitoring, Analysis and Reporting
• Skill, Standards and Process Improvement and Management

Key Performance Indicators

• Growth of Net Promoter Score per Country and Segment;
• Retention rate of customers post service support contact
• Revenue assurance through timely and accurate billing, and transaction audits to prevent leakage
• Improvements in Turn Around Time (TAT) and Efficiency Scores for Contact Centers.
• Contact Center Metrics to be within accepted best practice benchmarks (call abandon rate, Average Handling Time, budget management, agent/cost ratios)
• Country & Global timely reports to capture performance and support decision making;
• Link to source departments on service, product and system issues relating promised service experience for customers
• Contact reduction initiatives (reduce contacts to Centers).
• Oversee the end to end contact center engagements (scope design, partner sourcing/onboarding and operational management of first line customer support in call center, shops, Ecare operations) to attain defined standards.
• Ensure accuracy of KPIs definition, tracking and performance analysis against the set targets
• Manage customer queries and complaints by taking ownership and resolving in a timely manner; and ensure that customers are advised appropriately.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by familiarizing the team on and fully complying with the departmental & organization policies, procedures and relevant regulations/legislation
• Support implementation of new product launches to existing by use of the key modes of communication at the disposal of the Customer Experience Department
• Oversee end to end quality management initiatives (define assessment frameworks and feedback on quality standards for products).
• Champion the “Voice of Customer” – project manage the proactive initiatives aimed at sharing customer feedback/insights, customer experience and improvement activities.
• Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
• Contribute to product development and improvement through continuous feedback analysis collected from clients.
• Ensure there is a recovery plan on customer support and data relating to Contact Centres;
• Provide guidance to Team on improvement areas based on performance and Voice of Customer analytics
• Oversee performance of Team with clear objectives and development plans which are regularly reviewed;

Experience & Background Needed

• University Degree in a Business related field. An MBA would be an added advantage.
• 6 Years of experience in a similar role within a business environment responsible for large teams and resource optimization;
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization and resources exist.
• Experience in ICT or telecommunications company is preferred;
• Experience in statistical analysis and forecasting; plus MS office particularly Excel and Powerpoint;
• Good planning skills with ability to meet strict deadlines;
• Ability to understand and work with multiple products, customer segments and business databases;
• Highly innovative with willingness to propose new and effective ways of running the operations;
• Detail oriented and able to ensure accuracy in customer behavior analysis and feedback;