Manager, Contact Center Operations

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.