Customer Care Team Leader

PURPOSE OF THIS ROLE

• To support the Contact Centre Manager in delivering Customer Experience for our valued subscribers – supervising inbound, through consistent execution.

KEY ACCOUNTABILITIES 

Achieve Call Centre Target: SL, ACR, AHT, Wrapup compliance

·        Achieve Contact Centre Performance metrics.

·        Ensure consistent customer experience at the Contact Centre.

·        Drive a ‘customer first approach’ and First contact Resolution.

Operational Delivery, Systems & Quality Assurance

·        Support the Contact Centre Supervisor in the daily running of the Contact Centre.

·        Manage contact center resources to deliver first-call resolution, maintain SLAs, & manage escalations.

·        Ensure customer care standards are developed and deployed at each customer touch point.

·        Maintains and improves Contact Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyzing quality assurance.

·        Embed a performance culture, and framework, and review processes to achieve service levels and improvements against set targets.

·        Analyse and implement relevant interventions about workloads, trends, patterns, and peaks.

·        Handle complex customer complaints or inquiries.

·        Ensure the correct processes are adhered to and immediately address any non-compliance.

·        Compile and monitor occupancy and productivity rates.

·        Drive DBC (database cleanup) initiatives.

People Management

·        Responsible for team strength & performance level (attraction, selection, retention & development of Contact Centre team).

·        Ensure alignment with Team strength, performance, and energy-matched strategic requirements – under performers identified, improved, or removed.

·        Performance reviews are done regularly, everyone has a clear picture of current performance, recognition is given where it is due, and low performers are acted upon

·        Provide coaching & mentoring to all customer service representatives, with a specific focus on those with low-quality scores, to enable a high-performing team.

. Drive excellence in employee engagement and eNPS rating for the team through collaboration with management, HR, and other stakeholders to close the loop on employee engagement feedback and concerns.

QUALIFICATIONS & EXPERIENCE

Qualifications:

·        Preferred bachelor’s degree but not mandatory.

Experience:

·        Minimum of 3 years Experience in a Customer Experience role or other relevant field

·        Business Intelligence experience.

·        Customer Relationship Management.

. Campaign management experience

FUNCTIONAL COMPETENCIES

o The incumbent is required to have the following functional competencies:

o   People Management & Motivation

o   Customer Relationship Management (CRM)

o   Deadline Driven

o   Coordination Skills

o   Conflict Management

o   Strong Analytical Skill

o   Presentation Skills

o   Operations/Care Management

o Planning and Organizing

BEHAVIORAL COMPETENCIES

·        Accountability

·        Teamwork

·        Delegation

·        Interpersonal Support

·        Perseverance

·        Motivating

·        Prioritization

. Analytical Thinking

How To Apply

Interested candidates are invited to send their CV through Ethiojobs website.

Only shortlisted candidates will be contacted.