Manager, Contact Centres at Wananchi Group

Manages Others: Yes

Titles & Number of Positions Managed:

• 2 Team Leaders & 3 dotted line TLs
• Outsourced Contact Centres
• CSRs – Inbound, Billing, Shops, Ecare

Job Purpose / Summary: Reporting to the Director – Customer Experience, the Manager – Contact Centers will be responsible for Zuku Fiber and Zuku Satellite customer support and post support customer retention in all countries of operation, ensuring:-

• Client services support in a timely manner and within defined SLAs
• Customer retention, loyalty, and revenue growth
• Analysis, Reporting and Feedback
• Continuous Process Improvement in service delivery processes, performance and products
• Subscriber billing, payment channels and retention processes
• Team leadership

Key Responsibilities:

• Retention rate of customers post service support contact at all touch points
• 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 Centers; Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
• Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication at the disposal of the Customer service department
• Contribute to product development and improvement through continuous feedback analysis collected from clients.

Desired Education, Experience & Attributes

• University Degree in a Business related field. An MBA would be an added advantage.
• 6 years’ 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 industry 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
• Ability to project a positive image for him/ herself and the company.
• Good team player with a commitment to value-based & team leadership as well as cross-functional acumen
• Ability to handle ambiguity and work unsupervised in an unstructured environment.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Demonstrated commitment to quality, customer service, equal opportunities and diversity, best practice and best value