Department : Programs / Technical
Directly reports to : General Manager- Programs / Technical
Manage relationship with Service Provider in system settings, external servers, standard agents and privileges to deliver an infrastructure that enables contacts from both Liberia and Sierra Leone.;
Manage, motivate and monitor Contact Center Operators to ensure increased productivity and customer satisfaction.
Develop and implement strategies that ensure that the Contact Centre becomes an integral part of DKT’s marketing, and demand generation tools.
Specific Duties and Responsibilities
Help develop strategies to increase overall productivity of the contact Centre functionality.
Coordinate meetings, focus groups and coaching to improve performance
Effectively explain techniques and procedures to the midwives
Apply call centre regulations and policies
Keep up-to-date on knowledge of all the tasks related to the service and the various programs, as well as the System and telecommunications capabilities;
Manage workers’ activities on a daily basis and assess their performance
Follow-up to ensure task performance ;
Provide constructive feedback and training for call centre agents to ensure good performance
To express the needs and problems of call centre agents at higher levels of management
Keep weekly dashboards on indicators and statistics expected linked through DKT’s CRMs
Hold meetings with industry players to expand the network of partners ;
Perform other duties as may be assigned by Programs Manager periodically. Ensure confidentiality in the handling of all business-related issues.
Contribute to achievement of overall program goals.
To ensure accountability and monitoring efficiency in DKT’s marketing activities.
To help in the achievement of DKT’s sales targets through referrals
To assist in making DKT’s brands the topmost brands in their categories.
Ensure Proper Management and utilization of budget and expenditure
DKT Ghana values :
Performance, Teamwork, Integrity, Customer focus, Value for money, Timeliness.
Required Skills or Experience
Bachelor degree with at least 2 years of work experience in similar position,
Knowledge of Microsoft Office and Windows based computer application and database management (MS Excel)
Must have a good presentation skill. Sufficient knowledge in the operations of Contact Centre infrastructure, features and basic maintenance.
Ability to use logic and reasoning to weigh the pros and cons of alternative solutions.
Reliability Be trustworthy, reliable and accountable to obligations.
Integrity Be honest and be ethical.
Strong a analytical skills
Strong interpersonal skills
Writing & communication skills
Enthusiasm and initiative
Strong organizational skill
Attention to detail Pay attention to detail when performing tasks.
Cooperation Be friendly and pleasant with co-workers, maintain a good attitude.
Stress Tolerance Have the ability to accept criticism and calmly and effectively negotiate with stressful situations.