About the Role:

• Determine the Call Centre operational strategy by conducting reviews, capacity planning, and cost/benefit analyses; evaluating state-of-the-art technologies; defining user requirements and customer-service standards, contributing to organizational strategic plans and reviews.
• Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; benchmarking state-of-the-art practices etc.
• Conducting effective resource planning to maximize the productivity of resources (people, process and technology).
• Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners.
• Create a strategy to deliver inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
• Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
• Evaluate performance with key metrics (Service levels, Quality scores, Voice of customer, etc.)
• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

About You:

• Minimum 15 years of relevant experience
• A good understanding of the market dynamics in the Telecom sector.
• Hands on knowledge about Call centre operations
• Strong customer service competencies
• Bachelor’s degree in related field
• Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate
• Up to date with the latest merchandising trends and best practices
• Excellent verbal and written communications skills
• Strong listening, presentation and decision-making skills
• Commercial acumen and the ability to “decode” customers.