We are a blue chip company, a leader in the broadcast media sector.
Closing date: 25th April 2014
Due to expansion and growth, the following position has arisen in our organization:
Operations Manager
Primary Responsibilities:
- Call center management — generate and manage productivity reports, dashboards, efficient workforce scheduling and staff planning, addressing call generators and abandoned calls.
- Managing other customer service touch points i.e. banking halls and social media platforms to deliver customer service standards.
- Ensure deployment of call center technologies in accordance with corporate guidelines and standards.
- Deploy Quality Analysis standards and initiatives in accordance with corporate standards and guidelines and ensuring any gaps identified are addressed.
- Ensure in-country participation in systems and solutions development life cycle (gathering of requirements, in-country UAT, business readiness and in-country deployment.)
- Management of in-country escalations (logging off, reporting on and follow up on execution of any and all escalations) ensuring adherence to escalations standards and guidelines.
- Management of in-country systems integration initiatives (payments, communications, self-help, call centers etc.)
- Ensure deployment of superior first line customer care at all touch points (telephony, mail, web, face to face) according to set standards and guidelines.
- Attain and exceed customer service performance metrics (SI, ACR, QA, Annual Corporate Objectives.)
- In-country vendor management on Operational issues (Contract, SLA’s etc.)
- Ensure adherence to Risk and Fraud guidelines and standards and the required audits are done and completed.
- Deploy churn management initiatives.
- Preparation of Operations reports.
- Change Management.
- People Management and leadership.
Qualifications and Experience
- A University Degree in Social sciences or a Business related field.
- At least 5 years’ experience in Operations and Customer Service Management in a managerial position preferably in a busy environment or in the service industry.
- Experience in Call Center Management and Banking hall operations.
- Strong computer literacy (Microsoft Office applications.)
- Subscriber Support Service Management.
- Quality Assurance (GA) Management.
- Proactive, customer-centric, innovative and creative.
- Excellent communication and presentation skills.
- Social and digital platform servicing expertise.
Applicants should submit their CVs with the subject clearly marked Operations Manger to the following email address: mcarecruitment@gmail.com
Closing date: 25th April 2014