Pagatech was founded in early 2009 with a vision to enable a cashless society and bank the unbanked in Africa. Our first product offering, Paga, is a direct to consumer mobile payments service. Paga is an innovative, open, secure, and interoperable mobile payments platform that allows any person who has a mobile phone to transact electronically - thus turnin...
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The Contact Centre Lead will be responsible for coordinating, supervising and providing floor support for the frontline representatives and ensure the immediate operational needs of frontline representatives are properly addressed. The contact centre lead will also ensure all representatives adhere to the established work schedule and key performance indicators.
ROLES AND RESPONSIBILITIES
Act as a first level escalation point for issues beyond CSRs’ sphere of control
Monitor team performance to ensure efficiency in call handling and customer service delivery
Promptly escalate issues that affect effective and efficient customer service
Prepare/compile agreed periodic activity and performance reports
Ensure the timely and accurate communication and dissemination of relevant information to the team.
Drive team efficiency by assisting in monitoring compliance to defined service levels within contact centre operations
Daily monitoring of individual’s and team key performance indicators.
Prepare daily, weekly and monthly performance reports or other necessary administrative tasks.
Assist with coaching / training of the Contact Centre Representatives to ensure that they achieve or exceed CX expectations.
Collate feedback as regards processes and policies that alienate customer and share with the line manager.
Perform any other duties as assigned by the Manager, Customer Care.
KNOWLEDGE AND SKILL REQUIREMENTS
First degree or its equivalent in a relevant discipline.
Three (3) to Five (5) years relevant work experience.
Proficiency in Ms Office - Excel, Word and PowerPoint
Communicates tactfully and effectively both verbally and in writing
Maintain effective work relationships with all team members
Ability to manage and motivate staff within a team environment
Good decision making and problem-solving skills
Attention to detail, initiative and set high standards
Demonstrated service excellence at a supervisory level
Flexibility and adaptability to new instructions and/or dynamic organisational priorities
Must be a team player and able to work collaboratively with and through others.
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