Description
Contact Center Operations
- Develop and operate a multi-tenant Contact Center with multi service levels, depending on the segmentation strategy of Marketing.
- Ensure Contact Center services are delivered to agreed standards and collaborate with Assistant Managers to optimise the business processes and identify areas for improvement.
- Develop policies and procedures for the Inbound, Telemarketing and Business Analysis departments to ensure an efficient operation.
- Work with the Assistant Managers to improve business processes and identify problems and implement improvements.
- Develop strategies, plans and budgets to implement and achieve agreed business objectives.
- Develop operational targets and objectives for the Contact Center team in collaboration with the Assistant Managers.
- Review comprehensive periodic reports prepared and take action to implement improvements in key KPI's.
- Advise the Director, Customer Services on the operation of the department, ensuring that constraints are communicated and plans to resolve those are developed.
- Review staffing levels by coordinating with Scheduling at each roster change.
- Convene regular team meetings to encourage teamwork, develop internal communication and address process and procedural issues.
Ensure the day to day management of the Customer Retention team in Contact Center in Line with Voice of the Customer Strategy.