Call Center Director
2 weeks ago
About the Role:
- Determine the Call Centre operational strategy by conducting reviews, capacity planning, and cost/benefit analyses; evaluating state-of-the-art technologies; defining user requirements and customer-service standards, contributing to organizational strategic plans and reviews.
- Develop and improve customer interaction and voice response systems; design user interfaces; develop and execute user acceptance test plans; plan and control implementations.
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
- Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; benchmarking state-of-the-art practices.
- Conduct effective resource planning to maximize the productivity of resources (people, process, and technology).
- Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners.
- Create a strategy to deliver inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
- Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return, and efficiency.
- Evaluate performance with key metrics (Service levels, Quality scores, Voice of customer, etc.).
- Lead, mentor, and monitor the performance of team members to ensure efficiency in process operations and meeting of individual and group targets.
About You:
- Minimum 15 years of relevant experience.
- A good understanding of the market dynamics in the Telecom sector.
- Hands-on knowledge about Call Centre operations.
- Strong customer service competencies.
- Bachelor's degree in a related field.
- Highly creative with experience in identifying target audiences and devising campaigns that engage, inform, and motivate.
- Up to date with the latest merchandising trends and best practices.
- Excellent verbal and written communication skills.
- Strong listening, presentation, and decision-making skills.
- Commercial acumen and the ability to "decode" customers.
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