Job Summary        

Manage the activities of the call centre to ensure the smooth implementation of operational plans and realization of service level targets

Principal Functions        

Tactical

• Keep abreast of global and local best practice as it relates to the call centre operations.
• Assist in continuously reviewing EMTS’s call centre processes, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
• Assist in identifying required resources, personnel and funding to achieve the unit’s strategy.
• Establish and maintain relationships with key internal and external stakeholders.

Operational

• Plan and manage day-to-day call centre operations in EMTS.
• Develop and ensure appropriate implementation of approved call centre strategies, policies and procedures.
• Provide oversight and guidance in the execution of all call centre operations and activities.
• Analyse identified customer queries/complaints trends and appropriately communicate to relevant departments.
• Ensure adherence to the call centre duty roster.
• Manage cross-functional relationships with interfacing/support departments and units to ensure compliance with quality and service delivery standards.
• Conduct periodic procedural audit of call centre operations to ensure efficient service delivery.
• Design and implement strategies geared towards improving call centre activities (e.g. call segregation to control call volumes and facilitate speedy resolutions of queries).
• Assist in developing and implementing performance measurement and quality control matrices for call centre staff. Ensure timely implementation of all training interventions for call centre executives.
• Ensure a smooth implementation of change initiatives within the call centre.
• Ensure optimal utilisation of CRM systems and tools in EMTS’s call centre operations.
• Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
• Assist in planning and managing the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Contact Centre Operations.
• Perform any other duties as assigned by the Head, Contact Centre Operations.

Educational Requirements        

• First degree or equivalent in a relevant discipline.
• Postgraduate/ professional qualification in a related field will be an added advantage.
• Six (6) to eight (8) years work experience, with at least three (3) years in a supervisory role