The Customer Care Centre provides Inbound andOutbound support for eir customer queries. This includes contact from bothFixed and Mobile consumer base through both Telephony and Web based contactcentre methodsEnsure good integration with back office operations forproper execution of end-to-end processes.
• Meet Client and Organization objectives at acenter and team level
• Observe individual transactions and monitor tofind best practices and improvement opportunities
• Managing the floor ensuring consistency,adherence and discipline
• Participate in planning and execution of workfor self and team
• Report performance and escalate problems
• Establish and maintain effective work procedures
• Review, assess and identify coaching &training needs to provide staff with necessary skills and knowledge
• Plan and monitor operations initiatives toimprove the efficiency and effectiveness of the voice process
• Review and ensure processes are in compliancewith internal policies and external regulations.
• Respond to escalated issues regardingperformance and quality.
• Coordinate, participate, and/or manage multipleprojects assigned by senior management, providing input on operations relatedmatters.
• Interface and coordinate with variousstakeholders
• Strongcomputer literary including MS Office
• Highlevel of written English
• Applicantsneed to be proficient at typing, with an above average words per minute typingspeed
• Excellent leadershipand motivational qualities
• Excellentpresentation, design and writing skills
• Strongleadership skills and ability to demonstrate same. Strong negotiation skillsgained in a changing environment.
• Proventrack record of meeting and exceeding expectations.
• Abilityto inspire and support team, customers and colleagues. Able to work on own initiative and manage owntime and workload effectively. Confident decision maker, able to work on owninitiative.
• Commerciallyaware, customer centric individual. Quick learner
• Developa good working internal relationship with stake holders. Creative problemsolving skills
• Strongattention to detail and quality.
• Self-motivationwith positive approach to targets
• Flexiblewith Shifts
• Minimum1 year in Team management