VdE | Supervisor: Operações de Call Center GSM e M-Pesa | VODACOM
Role purpose: To ensure that goals, targets, strategies, systems and process are implemented monitored and reviewed continuously through staff management to guarantee Customer and Agent Satisfaction. Will have to ensure that GSM & M-Pesa financial services within Call Center match the vodafone standards.
Key Accountabilities And Decision Ownership
- Implement company strategy relevant to the Call Centre and Back Office and according to service level agreements.
- Manage employee performance, motivation to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary.
- Oversee team tasks and ensure adherence to established turnaround times and SLAs, manage projects assigned to the team, ensure quality of all team outputs;
- Partner with IT, and other departments to ensure superior Customer service and department operations;
- Work with Leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements
Core Competencies, Knowledge And Experience
- Must be fully computer literate and have sound knowledge of Microsoft software (eg.MS Word, MS Excel, MS PowerPoint and Outlook)
- Knowledge of labour relations
- Excellent interpersonal skills
- Analytical skills
- Mentoring Skills
- Excellent communication skills both written and verbal
Must Have Technical / Professional Qualifications
- Degree in computer engineering science and statistics
- Degree in Business Management or relevant area.
- Management / supervisory experience of 2 years (Desirable)
- Strong Customer service background
Key performance indicators
- P rating = 70% considering items or 40% without items G rating = 75% considering items or 45% without items X rating = 80% considering items or 50% without items FCR
- P rating = 70% considering items or 40% without items G rating = 75% considering items or 45% without items X rating = 80% considering items or 50% without items NPS
- Problems resolved = 46 points and #2 (3points behind) - P rating is to be #2; G rating is to be #1 and with 1 point difference from next competitor; X rating is to be # 1 with 5 points leading.
- Providing information = 63 points and #1 (7 points leading) - P rating will be to become #2; G rating will be to maintain and X rating will be increasing 3 more points leading.
- Ease of contacting = 48 points #3 (9 points difference with leading competitor) - P rating will be maintain this position; G will be increasing 5 more points and X rating will be becoming #1
- Waiting time before service = 14 points #3 - P rating will be to maintain this position; G rating will be to increase 10 more points; and X rating will be to become #1.
- Politeness of staff = 63 points #1 - P rating to reduce the points; G rating will be to maintain this position; and X rating will be to maintain #1 with 5 points leading
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