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  • Posted: Apr 25, 2016
    Deadline: Not specified
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    Adexen is a global Human Ressources Company providing business services in Europe and Africa. We support companies in all industries in the fields of HR, Legal, Finance, Sales & Marketing, Engineering and Supply chain. We know how important people are to business. We also think that "People are the future of Africa" We understand what...
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    Contact Center Manager

    Job Description

    • Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
    • 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

    Expectations

    • Minimum 10 years of experience from Contact Centers in Telcos or other leading company with a significant Contact Center department
    • Minimum 3 years of experience of managing a contact center department
    • Must have studied Business, Finance, Economics or equivalent from a leading university
    • Enjoy networking and building relationships
    • Leadership skills with strong interpersonal and social skills with a proven track record of exceeding onset targets
    • Tenacious, ambitious and a great communicator
    • Internet and public friendly
    • Written and oral fluency of Bangla and English is required.

    Method of Application

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