Main Job Functions

• Monitoring and evaluating the performance management process
• Develop and monitor the implementation of the Contact Centre operational policies, procedures, and processes
• Maintain a motivated environment to ensure high staff morale and low attrition levels
• Implementation of the   Contact Centre HR operations for both advisors & Team Leaders which include recruitment, training & discipline
• To participate in the planning  of the Contact Centre Strategies  and Annual Budgets
• Improve  Operational Efficiencies
• Develop and monitor implementation of the workplace health and safety practices
• Participate in Contact Centre special projects as required

Supervisory / Leadership / Managerial Tasks: 

• Recommend training and development interventions and follow through to resolution 
• Quality Management 
• Development and maintenance of policies and processes 
• Develop motivational programs to keep morale and retention high 
• Creating and maintaining an environment that encourages team development, embracing the principles of team work and self improvement
• Conduct coaching and subordinates training

Education

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.

Experience:

• 3- 5 yrs experience in  a Call Centre environment in a supervisory  position
• Systems, Supervisory Fundamentals, HR practices, People management, performance management

Knowledge, Skills and Attributes:

• High Level of Computer literacy, Telecommunications industry trends, Best practice customer service/ contact centre principles, Call centre methodology and maths.
• Good Communication skills
• Interpersonal skills
• Problem solving skills
• Coordination Techniques
• Telephone etiquette.
• Negotiation skills.
• Decision Making Ability
• General Business Writing
• Technical Inclination
• Assertive.
• Initiative.
• Perseverance.
• Attention to detail.
• Team player.
• Can-do.
• Integrity.
• Reliability
• Flexibility
• Positive Attitude
• Commitment to quality, customer service and high performance

General working conditions/ Inherent requirements/ Tools of trade

• Frequent visual, listening concentration, sitting, telephone & computer usage.
• Will be required to conform to schedule adjustments based on business needs.
• Observe requirements and obligations under the workplace health and safety practices.