Head, Contact Centre Operations at T2 (Formerly 9Mobile)

Job: IRC4414

Job Summary

• Responsible for implementing EMTS's overall customer operations strategy while ensuring effective and efficient operations to meet the organisation's targets.
• Support the operationalization of quality customer service delivery within the pre-paid, post-paid, social media and data service environments.

Principal Functions
Tactical:

• Provide input to the development of customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channels.
• Keep abreast of global and local best practice as it relates to the unit's activities.
• Continuously review the activities of the customer operations unit, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel and funding to achieve the unit's strategy.
• Establish and maintain relationships with key internal and external stakeholders.

Operational:

• Coordinate the implementation of effective processes, policies and procedures for the Contact Centre Operations unit while reinforcing EMTS's drive for customer service excellence.
• Provide relevant inputs towards the development of specifications for all CRM, Billing and other Customer Management Systems requirements.
• Ensure the quick and effective resolution of all issues/queries from the various business operations units and escalate to the Director, Customer Care where necessary.
• Ensure the administration of customer service-related trainings in liaison with the Frontline Training & Quality Assurance Unit.
• Ensure introduction and continuous enhancement of a Performance Management System in conjunction with Frontline Training & Quality Assurance Unit.
• Ensure adherence to organizational KPIs and make recommendations for the continuous enhancement of the unit's operational efficiency and reduction of cost to serve
• Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
• Responsible for ensuring Retention Management, Career Pathing and Succession Management within the CC Operations Unit
• Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Foster a culture of continuous improvement.
• Responsibility for Contact Centre roll-out in conjunction with key stakeholders
• Manage inter-functional and vendor relations to ensure synergy
• Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall business objectives.
• Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
• Monitor and control the budgetary needs of the unit.
• Prepare / compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
• Perform any other duties as assigned by the Director, Customer Care.

Educational Requirements

• First Degree or equivalent in a relevant discipline.
• Postgraduate / professional qualification in a related field will be an added advantage.
• Minimum of 10 years relevant work experience, with at least three (3) years in a managerial role.