Roo5088

Key Responsibilities: Leading and managing a team of +- 50 customer experience consultants

Strong internal and external stakeholder relationship building and management.

Represent the customer to the rest of the business – Customer Advocate

Develop, contribute to and maintain the team and Contact Centre’s outputs and KPI’s

Excellent communication both oral and written

Coaching and developing consultants through continuous one-on-one sessions i.e. daily, weekly and monthly

Total performance management, monitoring and driving team targets

Attendance and leave management process and updating matrix

Manage and motivate consultants through different forms

Quality management/improvement through call evaluations for each agent weekly

Provide coaching and feedback to agents weekly

Ensure that all consultants meet adherence and reach service levels (Basic Metrics i.e. NPS, FCR and AHT).

Set key performance indicators for agents and review agent performance according to KPI’s in conjunction with Contact Centre Manager on a regular basis

Assist consultants in career development

Resolve daily queries

Compile reports and report on progress

Liaise daily with Workforce Management team to ensure effective resource planning.

Taking correct disciplinary measures where necessary

Assess and identify training needs

Promote service delivery

Escalate and manage customer queries as required

Coach staff on BTG/BPS policies and procedures

Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis

Develop and gain approval of and execution of all deliverables

Ensure escalations processes are maintained and implementation of new processes with team buy in

Be proactive with own development using available learning resources on a daily basis.