Supervisor: Call Center

Supervisor: Call Center
Supervisor: Call Center

4 maio, 2020

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Description

Role purpose: To ensure that goals, targets, strategies, systems and process are implemented monitored and reviewed continuously through staff management to guarantee Customer and Agent Satisfaction.

 

Key accountabilities and decision ownership 
•    Implement company strategy relevant to the Call Centre and Back office and according to service level agreements.
•    Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions, where necessary.
•    Oversee Back Office team tasks and ensure adherence to established turnaround times and SLAs, manage projects assigned to the team, ensure quality of all team outputs;
•    Partner with IT, and other departments to ensure superior customer service and department operations;
•    Work with  Leadership to identify and implement process improvements to maximize quality, efficiency, and cost effectiveness of team; facilitate ongoing process improvements;

 

Core competencies, knowledge and experience:
•    Must be fully computer literate and have sound knowledge of Microsoft software (eg.MS Word, MS Excel, MS PowerPoint and Outlook)
•    Knowledge of labour relations
•    Excellent interpersonal skills
•    Analytical skills
•    Mentoring Skills
•    Excellent communication skills both written and verbal

 

Must have technical / professional qualifications: 
•    Degree in Business Management or relevant area.
•    Management / supervisory experience of 2 years (Desirable)
•    Strong customer service background

 

Budget owned (figures) if applicable:N/A

 

Key performance indicators:
•    P rating = 70% considering items or 40% without items G rating = 75% considering items or 45% without items X rating = 80% considering items or 50% without items
•    FCR
P rating = 70% considering items or 40% without items G rating = 75% considering items or 45% without items X rating = 80% considering items or 50% without items
•    NPS
1. Problems resolved = 46 points and #2 (3points behind) – P rating is to be #2; G rating is to be #1 and with 1 point difference from next competitor; X rating is to be # 1 with 5 points leading.
2. Providing information = 63 points and #1 (7 points leading) – P rating will be to become #2; G rating will be to maintain and X rating will be increasing 3 more points leading.
3. Ease of contacting = 48 points #3 (9 points difference with leading competitor) – P rating will be maintain this position; G will be increasing 5 more points and X rating will be becoming #1
4. Waiting time before service = 14 points #3 – P rating will be to maintain this position; G rating will be to increase 10 more points; and X rating will be to become #1.
5. Politeness of staff = 63 points #1 – P rating to reduce the points; G rating will be to maintain this position; and X rating will be to maintain #1 with 5 points leading.

 

 

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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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