Contact Centre Team ManagerKingMakers

• Monitoring, coaching, and counseling CCCs to achieve sales/service and productivity Key Performance Indicators (KPIs) in an ongoing development process.
• Utilizing external Customer Satisfaction survey results to identify process gaps and coaching opportunities that drive customer experience higher.
• Conducting routine account reviews and training with CCCs to ensure adherence to KingMakers's processes, policies, and Quality Assurance standards.
• Displaying effective Contact Centre management skills by remaining aware of contact volumes and ensuring service levels, agent availability, and schedule adherence goals are achieved.
• Monitoring compliance and performance to defined service levels within the contact center.
• Escalating issues that affect effective and efficient customer service delivery to the Supervisor, Contact Centre Operations.
• Ensuring optimal utilization of CRM systems and tools in the call center operations.
• Preparing performance reports and documentation of customer interactions / transactions.
  
   

What You Need for This Role:
 

• First degree or its equivalent in a relevant discipline.
• At least Three (3) to five (5) years' relevant work experience in people management and leading a customer service team to meet challenging targets.
  
   

Who you are:
 

• Effective Communication and influencing Skills.
• Data Analysis and Problem-Solving Skills
• Team building/Delegation/Interpersonal Skills
• Leadership and People Management
• Customer service Orientation and Contact Center Management
• Business Application Knowledge.