Customer Contact Centre Supervisor

cap N.A.TOPJOBS' CLIENT

Our client is one of the world wide service company Company size : 400-500

post time Posted 90 months ago

Key activities
Customer Internal - Contact Centre Manager

Work with the contact centre manager to communicate and implement the approved
procedures for handling and resolving traces in accordance with company policies and country specific requirements and thereafter ensure compliance by contact centre staff.
Handle customer’s escalated cases from CSAs and assist in issue resolution with customers

Stakeholder Internal - Regional Office and subfunction managers

Work closely with the IT functional department to leverage technology to automate front line contact centre processes as well as formulate back up plans in times of outage.
Liaise closely with Ground Operations and Gateway staff to resolve and prevent recurrence
of problems encountered by customers.
Collaborate with Ground Work operations staff to jointly develop new or enhance existing
procedures relating to pick up and deliveries to maximise customer satisfaction.

Stakeholder Internal - Training Function

Jointly develop and co-ordinate training sessions with trainers and conduct training sessions as
assigned by the contact centre manager Process Customer Contact Centre Function
Enhance Customer Service Agents’ understanding and knowledge of COMPANY Worldwide Express products and services, in order to encourage customer buy-in and sell these services during customer interactions.
To review rostering of staff to ensure optimal resource utilisation and productivity in order to
ensure departmental capacity and flexibility to maintain operational effectiveness at all times
Lead, motivate and supervise Customer Contactcentre staff to ensure that all Customer Contacts
are answered promptly and consistently in accordance to stipulated performance standards aligned to current COMPANY Worldwide Express standards.
Process - Driving Customer Service Excellence
Lead and drive customer satisfaction by providing best in class standards with a view towards
establishing and maintaining a competitive advantage.
Maximising Revenue Generating Opportunities
Identify and promote areas with potential for revenue generation to cross-sell, upsell servicesincluding value added services (e.g SII, TDD and the use of eCom tools)

People -Management
Supervise and ensure staff discipline
Conduct staff performance appraisal

Key capabilities

Facilitation and training skills (excellent)
Software skills (Customer Contact Centre systems, e.g. ACD, PABX, Quality Monitoring Systems, etc.) (excellent)
Software skills (COMPANY Systems) (preferable)
IT skills
Technical Skills (customer service systems, including telephony systems, e.g.
ACD)
Negotiation and interpersonal skills (excellent)
Leadership skills (excellent)
Analytical, organizational and motivational skills (excellent)
People Management skills (excellent)

Competencies

Competency segment ‘Business’

Customer Orientation: Is focused on identifying and understanding each customer’s needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk. Competency segment ‘Leadership’
Developing People: Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve COMPANY's capability to achieve the strategic vision.
Building and Leading Teams: Knows the talent* needs of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Competency segment ‘Personal’

Influencing: Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Commitment to Excel: Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Expected years of experience (Minimum)
4 years experience in leading (with a strong background in coaching, counselling
and motivating) customer service teams in a Customer Contact centre environment.

Fields marked with a * are required.