Head, Customer Satisfaction Centre [CXC] at AMO Group

Description:

The CXC head setting up a new department, and will be required to build a team, define processes, systems and lay down the basic structure for the daily, effective running and management of the Customer Experience.  The Head of the CXC will supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness while maximizing the technology put in place.

Key Activities:

Operational Management

• Develop objectives for the center’s day to day activities
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Develop a focus on Customer Satisfaction and Customer Centricity via the introduction of Quality Assurance and Customer Surveys and Mystery Shopping Programs.
• Monitoring random calls to improve quality, minimize errors and track operative performance
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Prepare Reports for Management
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Planning and Development Effectiveness

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Conduct effective resource planning to maximize the productivity of resources ( people, technology)
• Identify opportunities for major improvement and support the Business Case development to facilitate the change implementations.
• Complete periodical review of Center to benchmark performance and improvement opportunities.
• Be up to speed on innovative ideas within the industry geared towards improved results.

Relationship Management

• Establish and maintain cordial and professional business relationships with colleagues and external providers. Create a client focused' performance culture within the team
• Develop the staff member under your support to ensure professional growth and standards are met.

·         Skills:

• Outstanding written and oral Communication Skills
• Polished presentation and interpersonal skills.
• Must be customer focused
• Must be a team player
• Result driven
• Must possess top level business management, interpersonal, and facilitation skills.
• Good financial and business sense and with Logical and Lateral Thinking Abilities
• High degree of personal integrity and strong ability to work collaboratively and effectively in a fast-paced, flexible, team based environment.

Requirements:

8+ years of experience in related job, with 4 years in a senior operations /management role. Good knowlegde of CRM, Call Centre Management and Customer Experience Management.

Only shortlisted applicants will be contacted.