AT Contact Center Manager Recruitment 2024. In this position, you’ll play a vital role in ensuring our customers receive exceptional service, and you’ll have the chance to make a real impact on our organization’s success.
Key Responsibilities
As a Contact Center Manager, you’ll be a key part of AT’s Customer Experience team
Reporting to the Head of the Contact Center, Quality Assurance, and Experience, you’ll work closely with them to maintain consistent service delivery in the contact center
Your responsibilities will cover a range of activities, from managing partner relationships to improving service delivery and performance
1. Partner Management
Your role includes overseeing our relationship with our Business Process Outsourcing (BPO) partner. You’ll make sure they follow our Master Service Agreement and conduct monthly business reviews to evaluate their performance against targets and customer experience goals
2. Service Delivery
You’ll be in charge of call center operations, ensuring that all service and operational Key Performance Indicators (KPIs) meet the standards for level 1 inbound services
3. Service Recovery
Promptly addressing customer issues is crucial. You’ll take responsibility for resolving lingering problems and closing service gaps
You’ll also collaborate with various teams, including MFS, Technical, Sales Operations, and the BPO Partner, to enhance L2 and L3 escalations
4. Governance
You’ll conduct monthly governance reviews with the BPO partner and ensure strict adherence to contact center processes
5. Performance and Operations Management
Weekly performance reviews with the Partner Head, Manager, Team Leads, and Supervisors will be vital for maintaining operational excellence
You’ll closely monitor daily Call Center KPIs, identify trends in Top Call Drivers, resolve issues, and implement improvements
Additionally, you’ll ensure that the team handles customer complaints professionally, fosters team engagement, and develops accurate call volume forecasts
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Qualifications and Experience
To excel in this role, you should have:
- A Bachelor’s degree from a recognized institution.
- An MBA from a recognized institution (an advantage).
- 3-4 years of experience in contact center management, with 2-3 years in a similar role.
Key Skills and Competencies
Your success in this role will depend on your:
- Strong knowledge of contact center operations, platforms, and solutions.
- Solid understanding of Customer Experience (CEX), including T-NPS and CES.
- Proven experience in managing a contact center.
- Excellent understanding of customer complaint management processes.
- Outstanding people management, planning, and interpersonal skills.
- Effective communication skills, both verbal and written.
- Strong coaching abilities.
- Cultural sensitivity.
Key Performance Indicators
Your performance will be assessed based on:
- Call Center KPIs.
- Operational Efficiency KPIs.
- T-NPS/CES Scores.
- Quality KPIs.
Location: Accra
How to Apply For the Available Position
If you’re ready to embark on a rewarding career journey with AT, send your application and CV to: [email protected]
Please mention the role you’re applying for in the email subject.
Closing Date: 25 September, 2024
AT Ghana Contact Information
Address:
AT Ghana Barnes Road, PMB-TUC Accra
Email: [email protected]
Website: www.at.com.gh
Call Center: 0260000100
SMS: 100
