Contact Centre Manager at Adexen

Job description

• Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns and telemarketing
• Setting and meeting performance targets for speed, efficiency and quality
• Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
• Help achieve daily quantitative targets and service levels
• Monitor progress and ensure timelines are met
• Ensure that all infrastructure works efficiently
• Organizing staffing; including shift patterns and the number of staff required to meet demand
• Reviewing the performance of staff, identifying training needs and planning sessions
• Preparing roster for customer support team
• Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
• Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
• Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
• Mystery call reporting
• Recording statistics, user rates and the performance levels of the centre and preparing reports
• Handling complex customer complaints or enquiries
• Follow up on all the activities sent and share team workload
• Provide action plan to agents on basis of findings
• Maintaining up-to-date of the industry developments

Requirements

• A relevant university degree in business, finance economics or equivalent.
• Minimum 7 years of experience from Contact Center in Telecommunication or other leading company with a significant Contact Center department
• Minimum 2 years of experience of managing a contact center department
• Good networking and building relationships
• Good leadership skills, strong interpersonal and social skills with a proven track record of exceeding onset targets
• Tenacious, ambitious and a great communicator
• Written and oral fluency of English is required
• Ability to handle critical situations
• Analytical and strategic thinking with a good pragmatic approach
• Flexibility, ability to anticipate in an unstable environment