Call Centre Manager at d.light

Job Description

R&Rs

Strategy:

• Work with head of customer experience to continuously revise the customer experience strategy by fully engaging with and inspiring the various teams and key stakeholders.
• Outline the journey to achieve the customer experience vision including key landmarks and measures of success.
• Understand best practice.
• Implement, continuously review and update the contact center’s operating framework and environment across all platforms of engagement.
•  Initiate new practices and leverage proven technologies to enhance efficiency.

Culture:

• To develop and ensure customer experience interaction training to employees.
• Collect and share stories of customer experience excellence.
• Work with all customer touchpoints to implement CX training framework and signing off of the frameworks.
• In charge of implementation of customer experience programs.

Measurement:

• Implement the customer experience measurement metrics
• Implement Customer experience standards, business policies and procedures
• Provide recommendations to measurement program and roadmap to initiatives
• Benchmarking with other players in the industry and monitoring of industry trends

Service Design:

• Drive customer first program through research insights.
• Mapping and managing the entire customer’s journey.
• Document and recommend new customer experience initiatives/flows/
• Communicate the customer experience initiatives with the business.
• Identify gaps in the customer experience department and initiate corrective measures and initiative to close on the gaps.

Customer first Initiative:

• Solve or escalate non customer friendly experiences and actions.
• Drive customer first initiatives in order to deliver exceptional Service

 KPI’s

• Developing of new customer experience strategies/ initiatives.
• Successful implementation of the customer experience measurement metrics
• Timely and effective implementation of customer experience initiative

Desired Skills and Experience

• Minimum degree in Communication and public relation, Social Sciences, or a degree in any other business related field from a recognized institution.
• A substantial experience of not less than 5 years with at least 2 years’ experience in the same field/ environment will be an added advantage.
• Demonstrate previous management experience within Call Centre or service sector.
• Experience at technology-oriented service firms; Mobile Telephony, BPO Call Centers, etc. Will be an advantage.

Knowledge

• Excellent written and verbal communication skills
• Decision making skills
• Ability to build relationships with internal and external partners
• Ability to use MS office applications – PowerPoint, Word, Excel & Outlook
• High attention to detail
• Well-developed coaching skills
• Excellent organization skills - able to prioritize
• Flexible and adaptable approach.