Head of Department (HOD), Customer Service at Unified Payment Services Limited

Job Objective(s)

• Ensure the smooth running and supervision of all call centre operations,
• Supervise and coordinate activities of Call centre agents
• Ensure all call centre agents are
• Ensure all first level Issues are resolved within 3hrs
• Follow up on escalated Issues to ensure companywide compliance of Service Level Agreements.

Duties & Responsibilities

• Monitors productivity of customer service representatives and generates reports
• Coordinate the Customer Satisfaction survey across Customer base
• Monitors individual, team and call center results to identify and act on both positiveand negative performance trends to ensure attainment of performance targets.
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
• Answers questions and recommend corrective services to address customer complaints
• Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
• Determines work procedures, prepares work schedules and expedites workflow
• Studies and standardizes procedures to improve efficiency of subordinates
• Prepares composite reports from individual reports by subordinates

Key Performance Indicators

• Conduct customer satisfaction survey on all Issuer Banks and Acquirer Banks
• Ensure 95% of First Level Issues are resolved within 3hrs
• Ensure 95% of Second Level Issues are escalated for onward resolution within 2hrs
• Ensure all call centre agents are 85% skilled to independently resolve all first level Issues
• Ensure that all Customer Service SOP documents are reviewed / updated every quarter
• Ensure all Call centre agents attain a minimum of 4hrs training every month.