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Job Description
- Providing leadership, development and coaching of Agents. Actively engaging and supporting the development of the team to ensure better service delivery and raising the customers’ satisfaction.
- Ensuring effective and consistent communication throughout the team.
- Encouraging feedback and customer insight in order to enhance the customer experience.
- Contributing to the design and implementation of Change Programs and Projects which impact the contact center.
- Identifying actions and needed training to ensure the skills and knowledge are developed effectively.
- Embedding a performance culture, framework and review processes to achieve service levels and improvements against set targets
- Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
- Ensuring service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
- Reviewing management information and making suggestions, recommendations as improvements across the contact center.
- Ensuring the CRM system provides an effective sales tunnel.
- Developing and implementing marketing techniques that will drive new customers’ acquisition.
- Sharing reports, analysis & insights with current sales & services states from from CRM system to the management.
- Supervise all aspects of dealing with customers i.e call center, delivery, and social media admins.
Job Requirements
- BSc/BA in any discipline is must.
- MSc/MBA or relevant certification (Six Sigma / COPC/ PMP) is a plus.
- Post-Qualified experience of at least 10 years in CRM management.
- FMCG and/or Retail PQE is an asset.
- Cutting-Edge Communication skills & interpersonal abilities.
- Profound analytical skills & reports processing.
- Excellent organizational and leadership skills.
- Experience in supervision (Delivery, Call center, Internet Services) is must.