Description:
Drive overall performance and manage Utilities & Insurance voice processes within Sales & Service. Responsible for supervisory support, escalation/complaint handling and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance and lead process meetings / calls. In addition to call service levels, customer satisfaction and voice quality on calls will be key metrics to be focused on. Attrition management will be a prime deliverable.
- Customer Satisfaction - as per agreed Key Success Factors.
- Process performance – as per agreed KSFs.
- Attrition - as per agreed KSFs.
- Quality and productivity Improvement
- Level of subject matter expertise – To be able to support team queries
- Any other essential function that may occur from time to time as directed by the Supervisor.
Responsibility:
- Manage teams and ensure customer satisfaction, quality and productivity targets are met
Competencies & Skills:
Knowledge of the function, process and systems Coaching and Feedback ability Clear written and verbal communication Effective operations management Customer Service Orientation. Quality Orientation. Empathy for effective on the job coaching and feedback.
Education Requirements:
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education. Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in the Utilities & Gas or Insurance industry.
19 Jul 2022;
from:
gumtree.co.za