Overview

Call Centre Manager

Job Description

R&Rs

Strategy:

Work with head of customer experience to continuously revise the customer experience strategy by fully engaging with and inspiring the various teams and key stakeholders.
Outline the journey to achieve the customer experience vision including key landmarks and measures of success.
Understand best practice.
Implement, continuously review and update the contact center’s operating framework and environment across all platforms of engagement.
Initiate new practices and leverage proven technologies to enhance efficiency.

 

Culture:

To develop and ensure customer experience interaction training to employees.
Collect and share stories of customer experience excellence.
Work with all customer touchpoints to implement CX training framework and signing off of the frameworks.
In charge of implementation of customer experience programs.

 

Measurement:

Implement the customer experience measurement metrics
Implement Customer experience standards, business policies and procedures
Provide recommendations to measurement program and roadmap to initiatives
Benchmarking with other players in the industry and monitoring of industry trends

 

Service Design:

Drive customer first program through research insights.
Mapping and managing the entire customer’s journey.
Document and recommend new customer experience initiatives/flows/
Communicate the customer experience initiatives with the business.
Identify gaps in the customer experience department and initiate corrective measures and initiative to close on the gaps.

 

Customer first Initiative:

Solve or escalate non customer friendly experiences and actions.
Drive customer first initiatives in order to deliver exceptional Service
KPI’s

Developing of new customer experience strategies/ initiatives.
Successful implementation of the customer experience measurement metrics
Timely and effective implementation of customer experience initiative

Desired Skills and Experience

Minimum degree in Communication and public relation, Social Sciences, or a degree in any other business related field from a recognized institution.
A substantial experience of not less than 5 years with at least 2 years’ experience in the same field/ environment will be an added advantage.
Demonstrate previous management experience within Call Centre or service sector.
Experience at technology-oriented service firms; Mobile Telephony, BPO Call Centers, etc. Will be an advantage.

 

Knowledge

Excellent written and verbal communication skills
Decision making skills
Ability to build relationships with internal and external partners
Ability to use MS office applications – PowerPoint, Word, Excel & Outlook
High attention to detail
Well-developed coaching skills
Excellent organization skills – able to prioritize
Flexible and adaptable approach.

MODE OF APPLICATION

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About d.light

d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy. Through four hubs in Africa, China, South Asia and the United States, d.light has sold close to twenty million solar light and power products in 62 countries, improving the lives of over 80 million people. d.light is dedicated to providing the most reliable, affordable and accessible solar lighting and power systems for the developing world and reaching 100 million people by 2020. Vision: d.light envisions a future where everyone is empowered by the freedom and improved quality of life that comes with access to reliable, affordable, clean solar energy. Mission: To create a brighter future by making clean energy products universally available and affordable Goal: Before the end of 2020, d.light will have helped to transform the lives of 100 million people. Values: We live the values of i.HOPE - Innovative, Honest, Optimistic, Passionate and Empatheti