Main purpose of the position

To plan and coordinate the day-to-day activities of the BPC National 24hrs Contact Centre in order to provide superior customer service to all BPC customers and general public.

Job Responsibilities

• Supervises Contact Centre Agents to deliver prescribed operational outcomes while working within established systems.
• Review of Contact Centre processes, procedures, and operating objectives to enhance operational efficiency through timely
• Improve adherence to set customer service standards by Contact Centre Agents
• Improve Contact Centre teams’ performance through monitoring and review of the available Contact Centre management systems
• Schedule and organize shift patterns for team members to ensure that the Contact Centre remains accessible.
• Implement, monitors budget in respect of overtime and leave by continuously identify areas for improved efficiency and reducing costs
• Carries out prescribed client management activities and provides support to others by following existing procedures
• Resolve of customer complaints, queries and provide feedback to customers in accordance with Customer Service Standards to maximize customer satisfaction.
• Sends out notifications to internal staff on any communication requested by various departments within the organisation.
• Delivers prescribed outcomes by working as directed within established data management systems and procedures
• Prepares and analyses daily and monthly statistical reports on performance data against the set performance measures for decision making by management
• Conduct customer satisfaction surveys to assess the level of customer satisfaction, identify customer needs about our products and services and update internal stakeholders on customer satisfaction trends and threats
• Sends out notifications to external customers on planned and unplanned power outages, educational safety notifications, supply notifications and other customer notifications.
• Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
• Coaches’ teams when required using performance management systems and protocols to improve performance.
• Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation’s objectives
• Conducts a gap analysis through call quality monitoring and implements staff development plans for the area of responsibility to ensure competent, efficient, and motivated staff
• Requests for recruitment of new staff, carries out interviews and selects successful candidates required to fulfil the function of Contact Centre Agent.
• Ensures that all Safety Health Risk and Environmental standards contained in the Corporation’s standards are adhered to.

Qualifications

• Recognised Bachelor’s Degree in Contact Centre Management/ Marketing/ Business Administration or related qualification

Experience

• At least three (3) years post qualification experience in a Customer Service or Contact Centre environment.
• Supervisory experience will be an added advantage

Competencies