Team Lead, Communication & Social Media at Britam

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 at 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.
• Address any disciplinary issues and update the same in the coaching database.
• Monitor service level performance within the queues/skillsets and cascade any call flow issues to the relevant team to address all the while informing the shift manager of the progress.
• Ensure availability of work resources/facilities i.e. working hardware of each workstation and report cases of faulty workstations to the IT team for follow up and advise the shift manager on the progress.
• Provide daily/weekly reports to shift members/call center managers to promote a seamless floor handover process.
• Perform any other duties as may be assigned from time to time.

Key Performance Measures:

As described in your Personal Score Card.

Knowledge, experience and qualifications required:

• University degree in a social science or business related field.
• At least 2-3 years’ experience running a call centre
• Excellent knowledge of customer service operations, policies and processes and procedures.
• Demonstrable good written and verbal communication skills.
• Excellent knowledge of Britam’s Products and Services.
• Ability to motivate people.
• Excellent people skills for building relationships with colleagues at all levels.
• Positive, proactive, confident, energetic and able to work under pressure.

Technical/ Functional competencies:

• Ability to discreetly handle sensitive and confidential information.
• Strong organizational skills; ability to prioritize work and meet deadlines.
• Strong writing, analysis and presentation skills.
• Computer literate (MS Word, PowerPoint and Excel expert).
• Records management.
• Planning and organizational skills.