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  • New Vacancies at Konga Online Shopping Limited

  • Posted on: 29 June, 2015 Deadline: 1 July, 2015
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    Supervisor, Quality Monitoring


    Job Description   
    Implement strategic plans, supervises quality assurance personnel, and allocates resources for the quality monitoring team.

    Reporting Line   
    Manager, Quality Monitoring and Knowledge Management

    Duties & Responsibilities   

    • Supervises daily activities of the quality assurance team. This includes creation, review or revision of policies that affect processes in a working environment.
    • Generate evaluation reports for all the units in the Customer Experience Team.
    • Create investigation reports based on trends, Customer issues/enquiries and business KPIs
    • Coordinates with the Manager, Quality Monitoring & Knowledge Management to discuss quality control standards.
    • Conduct periodic on the job training tasks in the area of quality control and lead QA team through an audit control review.
    • Allocate resources properly according to schedules
    • Constantly respond to QA specialists needing assistance with their quality control programs.
    • Co-ordinate day-to-day performance and quality monitoring exercises.
    • Co-ordinate Calibration sessions between the QA Specialist and Contact Centre Team leaders.
    • Perform any other duties as assigned by the Manager, Quality Monitoring and Knowledge Management

    Skills & Competencies   

    • Problem Solving
    • Verbal Communication
    • Written Communication
    • High level of tolerance
    • Coaching Skills
    • Ability to multi-task
    • Ability to take initiative
    • Excellent analytical skills
    • Good telephone etiquette
    • Customer Service
    • Quality Focus
    • Knowledge of Microsoft tools

    Qualifications & Experience   

    • Bachelor’s degree required.
    • Minimum of 2 years’ experience in customer service.
    • Experience in coaching and training individuals or groups required.
    • Excellent written, verbal, analytical and communication skills.

    go to method of application »

    Workforce Management Specialist


    Job Description   
    The ideal candidate will possess experience in typical workforce management disciplines: scheduling, RTA, intermediate level reporting skills, and experience optimizing manpower in contact centre environments.

    The ideal candidate would also support and own proactive tactical workforce management responses to address service level challenges. In this role you will experience a wide range of problem solving situations that require immediate real time intervention, as well as short term scheduling management and planning.

    Reporting Line    N/A

    Duties & Responsibilities   
    • Responsible for effective contact centre staff scheduling, demonstrating clear understanding and competence in subject matter with limited reliance on technological aids.
    • Responsible for driving service level, utilization, call handle time and other service targets for the contact centre.
    • Responsible for analysis and reporting of periodic statistics (daily, weekly, monthly) for all defined contact centre metrics.
    • Must be able to interpret and analyse inbound call traffic, while managing existing call routing channels and contact centre resources to achieve more efficient call management.
    • Must possess understanding of forecasting techniques. Required to build call forecasting models to aid planning and decision making.

    Skills & Competencies   
    • Must be fact oriented, using available data to make accurate projections of resource requirements (both human and technical).
    • Must be flexible and innovative in approach to contact centre operations management, evolving new techniques in pursuit of operational efficiency. Thorough understanding of contact centre dynamics is mandatory.

    Qualifications & Experience   
    • First Degree from reputable institution.
    • At least 2 years relevant work experience within the contact centre.

    Method of Application

    Interested and suitably qualified candidates should use links below to apply

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