Manager,
Contact Center Job Opportunity at NMB Bank Tanzania | Deadline: 17th July, 2018.
Manager,
Contact Center Job Vacancy at NMB Bank Tanzania | Deadline: 17th July, 2018
Deadline:2018-July-17
Job
Purpose
Ensuring
consistent and excellent customer experience through the Contact Centre
channels by driving team performance through recruiting, coaching, training,
workforce planning and quality management. Performance metrics include quality
(NPS, customer satisfaction) and efficiency metrics (service level, call
efficiency-AHT, staffing utilization) and financial performance (sales
conversion rates, retention) to maximize sales and profits.
Main
Responsibilities
The
Contact Center Manager main responsibility is to champion a culture of
outstanding service through ownership and proactive promotion of first contact
resolution. He / She serves customers by:
Looking
at ways to improve customer experience
Continually
review and improve processes, systems and ways of working
Working
to a first contact resolution
Act as
an ambassador for the company
The goal
is to keep the unit running in an efficient manner, increase customer
satisfaction, loyalty and retention.
1.
Customer experience management: act as the Voice of the Customer, advocating
and influencing business change and culture, actively collaborating with others
to deliver change and achieve improvements in customer experience.
2.
Customer experience delivery: oversee the complaint resolution within Contact
Centre, driving efficiency and the optimization of all channels (IVR, email,
chat, social media etc.) and:
Contribute
to the design and implementation of new tools/technologies, change programmes
and projects which impact the Contact Centre.
Develop
objectives for the contact center’s day-to-day activities including effective
resource planning and organization, shift patterns and the number of staff
required to meet demand (administering scheduling systems)
Ensure
effective and consistent communication throughout the team, encourage feedback
and customer insight in order to enhance the customer experience.
3.
Quality of service: enhance the quality of customer interactions, compliance,
regulatory and legal obligations are met across all interactions.
Setting
and meeting performance targets for speed, efficiency, sales and quality.
Embed a
performance culture, framework and review processes to achieve service levels
including developing a culture where training and development are part of the
team.
Take
ownership of customers issues and follow problems through to resolution
Develop
service procedures, policies and standards
Keep
accurate records and document customer service actions and discussions
4.
People Management: build a customer-focused, value-driven culture
Develop
the capability and performance of Team Leaders through strong performance
management and coaching.
Provide
strong, dynamic leadership that mentors and inspires an engaged team.
Create
and nurture an environment where CC Agents can develop and excel.
5.
Financial Management: meets financial objectives:
Estimate
and prepare annual budget requirements
Adhere
to and manage the approved budget
Attributes
Significant
experience of Contact center technologies e.g. CTI/ACD, IVR, WFM, QM, Social
media etc.
Strong
understanding of customer service principles, performance evaluation and
customer service metrics
Familiarity
of CRM solutions service principles and practices
Result
oriented, strongly motivated leader with excellent interpersonal communication
and negotiation skills
Ability
to coach, develop, and mentor team members
Qualifications
and Experience
Graduate
from Engineering, Business Administration or equivalent
Certified
Call Center Manager or equivalent qualification is a plus
Minimum
5 years in Contact Center environment
Broad
experience of people management, leading and directing multiple team members in
a busy task-oriented environment
Candidates
working within the Financial, Banking, Telecommunications industries will be of
an added advantage
READ MORE AND APPLY HERE
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