REPORTS TO: Manager, Contact Center Operations

DOTTED REPORTING: OPCO MD.

JOB TIER LEVEL: B

DIRECT REPORTS: Supervisor, Contact Center Operations.

The Assistant Manager, Contact Center Operations, is responsible for providing excellent customer service for d. light by supporting selected partners who will offer the service to our customers and end-users. The role also aims to continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and promote a “customer-first” culture within the business.

● Standard Definitions and Implementation: Measure KPIs, drive improvement of standards of service delivery.

● Customer Issue Resolution: Interface with d. light technical team and call center partner to solve customers’ problems by identifying root causes, and prevent recurrence of the same to build credibility into d. light service reliability.

● Capability Development: Initiate measures to enhance the competency and skills level of the service team through necessary training and evaluating the effectiveness of training.

● Performance Management: Deliver on set call center metrics and targets within agreed timelines and costs.

● Drive and implement all actions as requested by the business.

KEY PERFORMANCE INDICATORS:

● Customer satisfaction versus target (Net Promoter Score)

● Average cost of customer service delivery versus target

● Call productivity at Call Center

● Partner Engagement Feedback

Requirements

DESIRED SKILLS AND EXPERIENCE:

● Minimum of a first degree in social sciences or a business-related field.

● An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.

● 3-5 years of working experience in the Call Centre or Service Industry.

● Experience in technology-oriented service firms such as Mobile telephony, BPO call centers’, etc. will be an added advantage.

● Excellent interpersonal skills.

● Ability to motivate team to produce results.

● Excellent oral and written communication skills.

● Dependability.

● Multi-tasking.

● Track record of competence in Operations.

● Systems knowledge.

● Technical knowledge.

● Knowledge of Customer Care business processes.

● Coaching.

● Written and Verbal communication (letter writing, report writing).

● Computer skills (MS Word, Excel, PowerPoint)

● Problem-solving and decision making.