PURPOSE:

Reporting to the Contact Centre Manager, the role holder will ensure In-bound team executes their mandate within set standards, timelines and supports customers who request for assistance from the Contact Centre.

PRIMARY RESPONSIBILITIES:


Oversee daily activities and performance of the team members. Create and manage work schedules, ensuring adequate staffing levels.
Conduct training sessions for new hires and ongoing development for existing team members.
Act as point of Escalation for the team when required.
Manage In-bound calls and step in to support the team whenever required.
Continuously monitor individual and team performance metrics (e.g., average handle time, first call resolution, customer satisfaction) and take corrective action when necessary to maintain productivity and service quality.
Serve as the key liaison between the In-bound team and Customer Experience department, while Gathering feedback and ensuring concerns are addressed.
Implement best practices for customer interactions to enhance service quality.
Support team to set goals aligned with organizational objectives and develop strategies to achieve them. Conduct Performance Evaluation for direct reports.
Other duties as assigned or guided by Head of Customer Experience or Contact Centre Manager.


Key Skills, Knowledge, Experience and Behavioural Competencies

Academic and Professional Requirements


Education Bachelor’s Degree in a relevant field,
Professional Qualifications    Computer literate in MS Office and other office applications


Experience Required:


Relevant experience    2years