Manager Call Center ( GSM)

Manager Call Center ( GSM)
Manager Call Center ( GSM)

18 março, 2020

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Role purpose

To serve customers by planning improving systems and processes as well as managing and implementing call center strategies and operations, staff.

Key accountabilities and decision ownership & Key performance indicators

Key accountabilities and decision ownership :

  • Daily running and management of the center through the effective use of resources,
  • Meeting, and setting, customer service targets as well as planning areas of improvement or development,
  • Ensure that calls are answered by staff within agreed time scales and in an appropriate manner.
  • Analyzing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Coordinate and motivate call center staff.

Key performance indicators:

  • Service Level
  • FCR
  • NPS
Core competencies, knowledge and experience & Must have technical / professional qualifications

Core competencies, knowledge and experience:

  • Ability to use own initiative.
  • Excellent interpersonal skills.
  • Strong communication skills.
  • Strong conflict management skills.
  • Strong presentation skills.  

 

Must have technical / professional qualifications:

  • Degree in Business Management or relevant area.
  • 3 years’ experience covering Customer Service, Client Relationship, Administration and call center environments, this experience needs to be coupled with performance in a management capacity.
  • Experience within the GSM environment is essential.
  • The ability to communicate fluently in both Portuguese and English
Skills
Digital Advocacy
Customer Journey Knowledge
Ownership
Building Rapport
Resilience
Expert Advice
Expert Communication
Empathy.

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Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences – we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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