Job Description
Duties & Responsibilities • Ensure that all response times and dates are captured accordingly and are available on the drive • Identify and escalate priority issues and table business risks trend analysis to line managers • Provide accurate feedback on progress, productivity and problems to front line teams and line managers • Make recommendations to the knowledge management team of all training requirements (Identify training gaps, knowledge gaps, and trends) • Assess and conduct quality checks for all tickets, calls (incoming and outgoing) and interactive channels (email, Skype and sms) • Provide report of the team’s workload and performance, as per business requirement • Identify areas of improvement in terms of service delivery • Coach and mentor front line teams on areas of improvement • Employee empowerment through information sharing and on the job coaching • Facilitate and participate in calibration sessions • Evaluate adherence to company policies/procedures and statutory requirements. • Build and enforce a customer centric approach • Establish, build and maintain good relations with all business partners • Communicate actively and effectively on all products and services • Provide weekly /monthly reports and feedback to line management • Assist in continuous improvement of the QA model, processes and procedures Experience and Qualifications • Grade 12 (Matric) • Coaching experience • Experience with call logging systems advantageous • Experience in trend analysis and professional report writing • Knowledge of Contact Centre Assessments and Procedures would be advantageous. Attributes • Business process and Contact Centre understanding • Strategic and conceptual thinking • MUST have excellent written and verbal communication skills • Proficiency in MS Office • Must be able to demonstrate diplomacy • Attention to detail • Problem identification and problem solving • Ability to multi-task and manage time effectively • Multi-lingual preferred • Quality & customer focused • Influencing and persuading /Overcoming objections • Team player & can work independently • Excellent listening skills • Organized and methodical