Contact Centre Manager at Ikeja Electricity Distribution Company

Reporting To: Head Customer Care

Role Purpose

• Responsible for managing day-day operations of the contact centre and its agents in line with standard best practices.

Responsibilities

• Meet monthly key Contact Centre performance goals for customer satisfaction, quality, productivity and other performance metrics.
• Monitor and evaluate agent daily performance, including calls, emails, Live-chat and all social media interactions, after- work monitoring, review productivity and attendance reports as well as coach staff members to improve performance.
• Ensure that the Contact Centre Operations are in line with best practice by ensuring that agents maintain set standards, documenting breaches and providing feedback to management.
• Ensure that customers’ questions are answered properly; complaints are resolved quickly as well as handling challenging/Irate customers as refereed by the contact centre team.
• Report all infractions, breaches, challenges and operational gaps that negatively impact service delivery
• Strive to provide all customers with an outstanding customer experience.
• Build, establish and maintain open lines of communication with agents, peers, trainers, managers, QA specialists, and other functional units in a bid to drive operational efficiency.
• Stay abreast and informed of all IE initiatives, schemes and campaigns and ensure that contact centre agents are properly trained to handle question that may arise from these initiatives.
• Ensure that all Regulatory escalations are communicated to all responsible stakeholders within set timelines.
• Build and maintain a positive working environment that attracts and retains high- quality staff.
• Ensure visibility to agents by walking around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist struggling agents.
• Plan and manage a range of non-phone activities for Contact Centre Agents, including workshops, contact centre cross-training to cover all aspect of soft interactions (Email, Social Media, Live-chat, etc.)
• Performance Management and Evaluations: A detailed review of contact center performance expectations and goals, including all KPIs and metrics (productivity, quality, customer satisfaction, attendance/punctuality, schedule adherence etc.) upon which agent performance evaluations will be based.
• Ensure proper tracking, measuring and reporting of the overall call-canter productivity and efficiency; and provide periodic report of the Contact Centre activities to Management

Minimum Qualifications

• 1st Degree in a Social Science or other relevant course
• Minimum of 6 years relevant work experience supervising a Contact Centre

Technical Competencies:

• Ability to communicate professionally via different platforms (Email, Live-chat & Social Media)
• Good working knowledge of several customer interaction platforms (eGain, Hootsuite, Sprout social etc.)
• Hands on experience with several Telephony applications (Avaya etc.)
• Proficiency in the use of the Microsoft office Suite.
• Customer centric skills
• Trouble shooting skills
• Excellent Analytical skills for reporting
• Superior Call handling skills
• Excellent Writing skills with competence in drafting responses, communiques and feedback

Behavioral Competencies:

• Good mentorship skills
• Good Leadership skills
• Ability to coordinate diverse teams
• Ability to relate professionally with customers, colleagues and other stakeholders
• Basic understanding of at least 2 local dialects