Team Lead, Contact Centre at Leadway Assurance Company

This role is responsible for the transitioning of the Contact centre from a basic operational customer interaction centre into a Strategic Business Unit of Leadway through the implementation of various Digital Automation Initiatives to transform Customer Experience.

In addition, the Head Contact Centre role ensures the execution of all Contact Centre operational functions which includes but is not limited to the following areas; Customer Experience quality management, Workforce Planning, Management reporting, Recruiting, Coaching, Training and Performance management.

Responsibilities include;

• Managing the daily running of the Contact Centre, including sourcing equipment, effective resource planning and implementing strategies for optimized operations.
• Management of processes for the continuous improvement of customer experience on interactions handled across all Contact Centre interaction channels; Inbound and Outbound Calls, Live Chat, SMS, Emails and Social Media
• Responsible for the development and administration of the Contact Centre’s annual expense budget to attain business goals with operational stability.
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
• Management and Statistical Reporting of performance metrics, including forecasting and analysing data against target figures, ensuring that expected Service Levels for the Contact Centre are met.
• Ensure that all Contact Centre staff are compliant with the Leadway’s policies and procedures as well as with regulatory agency guidelines and standards.
• Develop and maintain effective organization of responsibilities, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
• Develop and implement programs that enhance employee motivation
• From feedback on the daily customer interactions with the Contact Centre, Identify and report viable marketing leads which would provide new revenue opportunities from the Bank’s existing customer base as well as valuable insight which would aid in making strategic decisions.

SELECTION  CRITERIA  

Formal Qualifications:

• University Degree with a minimum of Second Class Lower Division (2.2) in the Social Sciences field
• Post graduate qualification in Customer Relationship Management or related certifications such as Contact Centre COPC Certification (Customer Operations Performance Centre) would be a very strong advantage

Experience:

• A minimum of 8 years overall working experience of which 4 years’ minimum is at Supervisory/Managerial Level in a Contact Centre.

KNOWLEDGE

• Prior experience in a Contact Centre in a Supervirory/Managerial Capacity is a Mandatory requirement
• Knowledge of Industry Standards and Contact Centre technology and processes emerging trends
• Knowledge of key Contact Centre solutions and applications
• Up-to-date knowledge of company operations, policies and procedures
• SKILLS
• Should possess high level project management skills to aid in effective participation in the execution of projects which is a key occurrence in the implementation of the automation and digital initiatives
• Ability to Supervise the execution of projects for the team
• Presentation Skills
• Counselling
• Strategic Thinking
• Desire for continuous skills development
• Problem solving
• Decision Making
• Reporting & Analysis
• Planning & Organisation

ATTRIBUTES​​​​​​​

• Strong Leadership attributes
• Highly Innovative and Creative
• Ability to motivate and drive the team to achieve set targets
• Relationship Building
• Integrity
• Passion
• Assertiveness
• Ability to think outside the box
• Being Approachable
• Fairness