VdE | Supervisor: Call Center Operations | 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
  • 5. 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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