Manager - Customer Contact Center

Your specific responsibilities include:

• Continuously seek to identify cost efficiencies through greater staff productivity, economies of scale and improved performance.
• Develop and if required implement business continuity measures to ensure on-going service delivery to all markets and all products.
• Ensure adequate staffing with qualified resources to deliver customer contact services in accordance with defined KPI’s.
• Ensure full functionality of all operational systems and work closely with Corporate and local IT to safeguard against outages and disruptions.
• Providing direction to local direct reports to ensure roles and responsibilities are transparent and KPI’s are achieved.
• Maintain close relationships with stakeholders and especially with Country Managers to ensure that sale ability of QR product is maximized.
• Work closely with central CCC department in DOH to analyse operational and qualitative performance and make recommendations based on local observations and findings on how to consistently improve service delivery.
• Address sub-standard performance immediately and establish agreed corrective measures, which are to be recorded and signed off in all cases.
• Provide CCC HO Management with regular reports and updates on a monthly basis or ad-hoc if required.
• Apply appropriate disciplinary action in cases of non-compliance and repetitive sub-standard behavior or performance.
• Identify opportunity to maximize workforce utilization and reduce shrinkage to improve productivity.
• Reduce unit costs as agreed in annual performance reviews.
• Monitor Contact Centre performance on a daily basis and implement corrective measured if required.
• Develop annual expenditure budget and ensure adherence to approved budget.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Management & Leadership

• Establish the department or teams’ objectives and priorities to align with and support business objectives.
• Regularly evaluate the department or teams’ objectives, plans, procedures and practices and makes appropriate changes if needed.
• Oversee and supervise employees. Direct daily activities, recruit, train , develop and discipline to ensure a high standard of service delivery.
• Train and develop other employees, to ensure succession planning is in place.