About this role
JOB
DESCRIPTION:
The Manager, Contact Center Operations role is responsible for
delivering exceptional customer service to d.light customers and end-users
through supporting selected partners. The job holder will continuously seek
ways to improve cost-efficiency, achieve targeted customer service metrics, and
champion a "customer-first" culture within the organization.
ROLES
&RESPONSIBILITIES:
- Implement and measure KPIs to drive
improvement of service delivery standards.
- Collaborate with d.light's technical team
and contact center partners to solve customer issues promptly and prevent
recurrence of the same.
- Enhance the competency and skills level of
the service team through necessary training and evaluation of its
effectiveness.
- Deliver on set contact center metrics and
targets within agreed timelines and costs.
- Drive and implement all actions as
requested by the business.
KEY
PERFORMANCE INDICATORS (KPIs):
- Customer satisfaction versus target (Net
Promoter Score)
- Average cost of customer service delivery
versus target
- Call productivity at Call Center
- Partner Engagement Feedback
- Call Centre Metrics
(Inbound/Outbound/KYC/Upsell)
Requirements
DESIRED
SKILLS AND EXPERIENCE:
· Bachelor's degree in social sciences or a
business-related field.
· An additional focused Call Centre
qualification and Diploma in Customer Services Management will be an added
advantage.
· Five years' working experience at the Call
Centre or in the Service Industry.
· Experience at technology-oriented service
firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
· Excellent interpersonal skills with the
ability to motivate for results.
· Excellent oral and written communication
skills.
· Dependability and multitasking abilities.
KNOWLEDGE:
- Competence in Operations, Technical
knowledge, and Business processes with the ability to manage teams and monitor
performance.
- Knowledge of Call Centre Industry, Market
and customer trends, and Good standard operating procedures.
- Technical Knowledge in service supporting
experience.
SKILLS:
- Coaching
- Written and Verbal communication (letter
writing, report writing)
- Computer skills (MS Word, Excel,
PowerPoint)
- Problem-solving, and decision-making
- Planning, and organizing with attention to
detail.