Job Summary

Minimum Qualification: : Minimum first degree in a business related field Experience Level: Mid level Experience Length: 3-4 Years

  • Minimum Qualification: Diploma
  • Experience Level: Mid level
  • Experience Length: 3 years

Job Description

Primary Reporting:         Customer Experience Director

Secondary Reporting:    MD Mobile

Department:      Customer Experience

Sub – department:          Customer Experience

 

PURPOSE OF JOB / ROLE INTENT:

  1. To provide resource optimization, performance monitoring and variance analysis. Conduct extensive, accurate real time operations analysis and reporting for all operations touch points in order to assist in business decision making in CX department ensuring an efficient workload /workforce balance through effective utilization of assigned resources and administration of activities, with a view to enhancing customer experience
  2. Detail Conscious: Prefers to work in an organised, methodical and systematic manner to ensure all details are correct and no mistakes are made.
  3. Budgets and control of spend in CX with a view to optimize available resources without compromising Customer experience

 

MINIMUM QUALIFICATIONS AND EXPERIENCE REQUIRED

  • Formal Qualification: Minimum first degree in a business-related field
  • Ability to achieve thoroughness and accuracy when accomplishing a task is required
  • Experience: 3-4 Years in call Centre environment or Data analytics 
  • Unique skills: Acts goal-oriented, independently and self-critical without receiving permanent help or supervision by others & Systems knowledge (WFM, IVR, ACD, MS Office with proficiency in MS Excel and routing)

 

KEY ACCOUNTABILITIES

Core Elements & Objectives of Job

Financial Perspective

  • Tracks and Drives CX projects for accurate and timely delivery 

Customer Perspective

  • Report on system uptimes and follow up with technical teams for downtimes and alert trends on a weekly basis
  • Assist with information decision making with regards to staffing resources and routing of calls based on baseline figures and customer changes identified
  • Provides clear and understandable explanations of insights and ideas from Customer data 

Internal Processes

  • Planning, budgeting and reporting accountabilities including: planning and managing resources efficiently
  • Assist managers to analyse daily reports. (Agents report and department performance)
  • Assist operations delivery team with delivery and floor management for all touch points by pointing out gaps revealed from data and statistics.
  • Forecast Call volumes and AHT for workload requirement based on Service Level required for the BPO partners
  • Manage and generate daily, weekly and monthly reports for all CX Units 

People Management    

  • Vigilance in being able to identify underperforming employees and sharing the same with all concerned managers

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