Responsible for: Assisting in managing Call Centre teams to ensure efficient service to customers and advisers via telephone and correspondence inquiries.

Reports to:
Call Centre Operations Manager

Supervises
Call Centre Team Leaders, Sr. Team Leads and Account Manager


Main activities
• Assisting in the daily operation of the call center to ensure service delivery standards are met and maintained in line with company defined objectives.
• Ensuring customer complaints are resolved as per Customer Service guidelines.
• Assisting in the development and implementation of projects to improve performance against targets.
• Assisting in the analysis of performance and identification of improvement areas.
• Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them. Seeking specialist support where appropriate.
• Actively supporting company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.
• Coaching and mentoring team leaders/managers while assisting in their training and development.
• Assisting to manage the impact to new products and services on levels of customer service.


Key skills
• Ability to train, motivate and provide feedback to staff in a team environment.
• Negotiation and facilitation skills.
• Good written and oral communication skills.
• Planning and organizational skills.




Typical experience
2 years industry experience


Just Send your Resume to : jobs@ebusinessbpo.com