Customer Experience Supervisor at Transport Services Limited

KEY PURPOSE OF JOB

• Responsible for directly supervising the DigiCenter Staff during each shift
• Oversees the daily activities of the staff, supporting their growth and reports staff needs to the Manager, DigiCenter.
• Serve as the to-go person for the agents, responsible for sharing their training needs and ensure 90% results in monthly training quiz for products and service improvement.
• Hold agents accountable, sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Handle any escalations and apply expertise to solve standard and non-standard problems reported
• Ensures that agents log all interactions, collates and submit weekly reports to the Manager, Customer Service of all activities.
• Listen to calls, review all interactions and ensures professionalism across all service points an
• interactions

MAIN RESPONSIBILITIES

• Coordinates and supervises the daily activities of operations, or business support staff
• Administers and executes policies and procedures
• Ensures employees operate within guidelines
• Hold daily meetings with the team before and after the close of the shift to set the day right and review work done at the end of each shift
• Builds confidence and respect of others through a positive and energizing style
• Assists work team in the achievement of goals/ commitments; achieves own goals/commitments regardless of obstacles
• Resolves day-to-day or routine problems using defined processes
• Works/brainstorms with work team and provides suggestions for solutions that contain the appropriate level of risk; ensures work team understands and supports the focus on operational excellence.

JOB REQUIREMENTS

• EDUCATION: Minimum of bachelor’s degree.
• EXPERIENCE:  Minimum 5 years of experience in Transportation or related industry

SKILLS

The incumbent must demonstrate the following skills:

• Ability to interact cooperatively and collaboratively with others as a team, including those holding divergent and/or opposing views and goals.
• Ability to communicate effectively interdepartmentally and externally with others
• Good Planning and Analytical/Problem Solving skills
• Ability to respond effectively and in a timely manner to departmental needs, focusing on customer service
• Good organizational and people’s skill
• Flexibility and openness in responding to changing work priorities and environment
• Strong cross-cultural and interpersonal skills and ability to work effectively in a cross-cultural team environment.