Head Of Call Centre
Greater Accra, Ghana
9h ago

Preferred Qualifications - Bachelor’s Degree In Communication Or Relevant Field, Masters Will Be An Added Advantage Contract Type Permanent Min.

Years of Exp 10 years Age Range Any Preferred Gender Any Interview Date 26th Feb 2019 Start Date 18th Mar 2019 Preferred Skills

  • Excellent Verbal And Written Communication Skills Description To Efficiently Manage Front Line Contact Centre And To Provide Leadership, Engagement And Operational Meticulousness In Order To Exceed Customer Expectations.
  • The Role Requires In-depth Knowledge, Experience Of Omni-channel Contact Centres And Achieving High Levels Of Customer Satisfaction Through Effective Call Centre Operations.

    This Includes The Ability To Manage A Number Of Teams And Strong Attention To Detail In Analysing Statistics And Evaluative Decision-

    making. Strong People And Management Capabilities Are Required To Inform, Engage And Empower People In A 24 / 7, Shift Based Environment.

    Main Responsibilities : Manage Contact Centre Operations :

  • Define Objectives In Accordance With Strategy
  • Define Operational Practice And Exactness As Well As Processes
  • Analyse Benchmarks To Determine Performance Indicators
  • Monitor And Report On Key Output Performance Indicators (first Call Resolution, Response Service Levels, Volume Reduction, Digital Steering, Etc.
  • In Line With Targets And Drive Performance Or Take Corrective Action As Required

  • Ensure Smooth Running Of Contact Centre And Data Integrity Of Systems Ensure Optimal Use Of Resources In Line With Performance Targets :
  • Ensure All Resources And Facilities Are In Line With Current And Projected Volumes
  • Manage Resources To Ensure Successful Achievement Of Results
  • Ensure Appropriate Resources Are Identified And Managed Drive Performance Improvement And Alignment With Best Practice :
  • Drive Contact Centre Performance Improvement Across All Areas
  • Liaise With Business Leaders, As Appropriate, To Ensure Strategic Alignment With Norms And Industry Best Practice
  • Stay Abreast Of New Developments And Technology Through Networking With Other Contact Centre Professionals
  • Analyse Inbound And Outbound Support Contacts, Financial And Player Behavioural Data And Other Data As Requested By Management Succession Planning
  • Review, Identify, Coach, Mentor And Manage High Valued Employees For Succession
  • Provide Detailed Developments Plan For The Individuals Identified
  • Contribute To The Strategic Direction Of The Call Centre Operations Business, Through Active Engagement With Business Leaders Call Centre Monitoring And Reporting : Comprehensive Reporting
  • Delivering Comprehensive Reports To The Head Of Operations Daily, Weekly And Monthly Reporting. Effective And Efficient Workflow And Escalation Processes And Systems
  • Implement Effective And Efficient Workflow And Escalation Processes And Systems Throughout The Call Centre Resource Planning
  • Regular Revision Of Productivity Statistics And Ensuring Adequate Resources Are In Place At All Times Training And Quality Management
  • Ensure There Is An Effective Training And Quality Management Process In Place
  • Regularly Revise Training And Testing Methods To Determine Applicability / relevance Performance Management
  • Ensure Correct Performance Management Process Is Followed At All Times
  • Ensure Correct Disciplinary Action Is Followed And Fair ESSENTIAL KNOWLEDGE :
  • Service Strategy Delivery And Execution Against Objectives
  • Strong Business And Financial Acumen
  • Ability To Work Cross Functionally In Order To Achieve Desired Results
  • Ability To Establish Relationships And Influence At A Senior Level
  • Excellent Presentation, Verbal And Writing Skills
  • Deep Understanding Of Telecommunications Industry ATTRIBUTES / ABILITIES :
  • Deadline-driven.
  • Detail-oriented Conditions None
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