Champion process improvement and customer and employee satisfaction under the guidance of the Call Center Manager
Provide feedback to Call Center manager on RTA knowledge needs and improvement opportunities
Perform other responsibilities associated with the position as appropriate
Maintain relationships departments within RTA to resolve customer needs
Supervise and motivate sub-teams to ensure practical development, focus on communication and report on outputs to the department manager
Ensure delivery of high quality customer service by facilitating initial, on-going and other instructional training programs
Prepare and disseminate knowledge, both internally to colleagues within the Call Centre and to customers externally
Participate in audits as required related to Call center operations and ensure that all requirements are met
Conduct regular team meeting to understand and improve contact center KPIs
Monitor and observe Team Performance (direct and indirect reports) and develop the team by sharing relevant team performance with proper guidelines on how to improve, to every member within the team
Publish and create necessary reports for management to understand team's contribution and performance toward improving operation
Analyze and highlight process / product concerns or deviation impacting customers and help team find solutions by escalating concerns to relevant team
Ensure availability to manage customer escalation calls and follow up with the concern departments to effectively close the customer issue
Supervise and participate in handling customer interactions to meet service level agreements including management of escalated interactions
Provide support to all customers through all mediums ie phone, email, chat, face to face
Actively contribute in the orientation program for Contact Center new employee including the all RTA related knowledge pertaining to services offered
Ensure that BPM processes for 800 90 90 are adhered to; highlight any adjustments required to the manager for updating. Provide training on BPM process's as required
Supervision of operational staff to ensure Call Center KPI's are achieved
Responsible for Continuous Improvement of all Call Centre operational aspects, ensuring processes are adhered to.
Job Requirements:
Statistical Analysis - Technical Writing Skills
Bachelor's degree/ Higher Diploma in Business Administration or similar from a recognized university 0-2 years of experience in Call Centre or Customer Service
Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.
Resourceful team player who excels at building trusting relationships with customers and colleagues.
Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.
Exceptional listener and communicator who effectively conveys information verbally and in writing.
Innovative problem-solver who can generate workable solutions and resolve complaints.
Computer-literate performer with extensive software proficiency covering wide variety of applications.
