Contact Centre Supervisor

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Position Summary
Our client is seeking a supervisor for its contact center. The supervisor will be responsible for ensuring that all client requests, enquiries and complaints are resolved on time driving customer satisfaction with service delivery whether via face to face, telephone, email, online, social media and Whatsapp. 

Key Responsibilities

The successful candidate will:

• Manage the daily running of the contact center i.e. effective resource planning and management 
• Be responsible for following up on escalated complaints that cannot be resolved at first contact making sure clients are in the loop throughout the duration of the the resolution of their requests/complaints. (if/when a resolution desk is set up, this task becomes the responsibility of the complaint resolution officer)
• Handle specialist or escalated calls from the customers ensuring they are satisfactorily resolved. To be clear and polite to customers at all times, accurately evaluating the nature of their enquiry and determining the appropriate action to take, ensuring that information and advice given is factually correct
• Make appropriate decisions from a range of options, ensuring that they are made without bias, prejudice or discrimination. To accurately identify problems and generate solutions, presenting balanced views and drawing reasoned conclusions.
• Act as the advocate and champion of the customer. To work effectively with service providers to ensure that there is a smooth transition between front and back office. To respect the confidential or sensitive nature of customer enquiries, and handle difficult situations appropriately.
• Work in group and one to one situations to ensure that service quality and performance from front to back office, is maintained, up-to-date, accurate, and professionally delivered.
• Actively participate in developing the service and technical requirements of future delivery, including development of technical tools, and to make reasoned suggestions to improve customer service and technical procedures.
• Disseminate business and organizational information clearly and concisely in the most appropriate manner. To contribute to the organizational goals and strategies acting as an advocate of the service.
• Cope well with varying demands, show resilience under pressure, be flexible and adaptable, and react positively to change.
• Establish and communicate call center metrics and service levels to direct reports; monitoring and analyzing results; implement changes as needed.

 Requirements

• Bachelor's Degree in Marketing or related field
• 3+ years supervising contact centre operations and/or retail outlets
• Demonstrated experience driving customer satisfaction, creativity and innovation in customer contact management
• Data analysis experience using Excel with pivot tables and statistical analysis
• Excellent communication skills
• A strong customer focus and a good telephone manner
• The ability to work well in teams
• Leadership skills and the ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Confidence and good business sense
• The ability to set, meet and exceed targets
• A focused and self-motivated approach to work
• The ability to manage change.

We are looking for 3 customer experience (CX) project leads to join our team as we help businesses grow across West Africa, one customer experience at a time.  

Persons selected for this role will be responsible for 

1. Sourcing new CX projects (focus on small and medium organizations across different sectors) 
2. Project managing CX projects  
3. Co-facilitating CX training 
4. Generating CX case studies 
5. Gathering and analyzing customer data per CX project  

Remuneration is project-based with commissions on CX projects or CX training sourced.  Preferred candidates should be/have: 27 and 32 years old, a minimum of 3 years of experience in customer service, operations management, marketing, business development and/or project management.