Call Centre Manager at Bliss Healthcare

Reporting Supervisor- Director

KEY ACCOUNTABILITIES

• Congestion Free Access to Customers to the Call Centers
• Monitor and communicate with Call Centers on Traffic Flow and Impact analysis shift management at partner location.
• Reduction in repeat calls and calls / sub
• Analyze Call Centre Statistics with focus on Average   
• Handling Time and hold Time per team as well as Call Centre Agent and Supervisors availability to understand any possible impact on Call management.
• Drive process improvement initiatives that will ensure continuous improvement and high standard of quality service by conducting the following
  • Live Barge-ins
  • Customer Satisfaction Index Improvement
• Develop dashboard for reporting for all customer touch points.
• Drive process improvement initiatives that will ensure continuous improvement and high standard of quality service by conducting the following
  • Live Barge-ins
  • Customer Satisfaction Audit scores
  • Customer Satisfaction Index Improvement
• Develop dashboard for reporting for all customer touch points.
• Timely Resolution to all Customer Complaints and Requests
• Coordinate with Query Resolution & Complaint Unit and all Process Owners to conduct root cause analysis for Identified unresolved queries.
• Conduct meetings with the different teams to provide avenue for staff to express role perspectives and impact on their job delivery, as well as an opportunity to align staff expectations with business expectations.
• Develop and motivate team members through structured on the job coaching
• Establish performance expectations and regularly review of Team and individual performance.
• Recommend appropriate rewards and recognition

SKILLS & KNOWLEDGE

• Professional qualifications in Customer Service and Quality is desirable
• 3 years’ experience in service industry with at least 2 years as operations manager of any Voice call Centre preferably Telecoms Industry.
• Customer Relationship Management Skills
• Strong communication skills
• Strong Interpersonal Skills & People Centric.
• Strong stakeholder Management skills
• Time Management