Contact Centre Manager

Summary

The Contact Centre Manager is responsible for hiring, training, and managing staff to address customer service issues and deliver exceptional experiences through customer care touchpoints. The manager will set, meet, and exceed goals by providing excellent customer service and motivating their team to do the same, using key performance indicators as a benchmark.

Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

• • Provides clear guidelines and direction for the Team Leaders to achieve their objectives
• • Sets and manages team engagements to continuously improve the performance of employees, encouraging performance management, coaching and goal setting
• • Tracks, manages and encourages the adherence to HR processes and policies
• • Ensures a positive culture within the contact centre by reviewing and improving employee satisfaction levels
• • Establishes operational targets, best practices and training programs that support service, sales, quality and efficiency standards
• • Analyzes and develops key performance criteria and standards to monitor and manage the contact centre employees
• • Develops collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results
• • Prepares reports and analyzes contact centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction
• • Hold recurring meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• • Deliver skip level meets with agents to ensure voice of the agent is heard and acted on
• • Deliver ongoing coaching, development and performance management within the contact centre
• • Work cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• • Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• • Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• • Identifying and addressing people issues, and usually having responsibility of adhering to HR processes

Required Skills

• • Excellent communication and presentation skills
• • Ability to build strong rapport and effective relations with corporates, government, customers/clients and internal stakeholders.
• • Ability to multi-task in a fast paced environment
• • Excellent ability to prioritize
• • Ability to work well under pressure
• • Telecoms experience
• • Strong problem solving skills
• • Knowledge of the Jamaica market place to effectively understand the changing market dynamics and translating them into actionable and practical strategies.
• • Excellent negotiation skills

Qualifications

• • Bachelor’s degree in Business Studies, Human Resources or related field/and or equivalent professional qualification
• • A minimum 5 years’ experience in a customer service environment
• • Minimum 2 year supervisory experience (unless being promoted from within the dept.)
• • Certification in Microsoft Office Suite

Additional Information and Instructions

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

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