- Lead inbound and outbound call center functions to deliver sales and service propositions which align with business strategies, achieving customer satisfaction and financial objectives. In short, to manage core relationships with our call centers

- Ensure the delivery of effective and qualitative response to customers (voice and non-voice). Setting high standards of service by making the most effective and efficient use of call-center staff and technology resources

- Work with outsourced call center managers to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the call center

- Develop short and long-term plans for the call center delivering direction, process improvement, human resource capability and organization support

- Analyzing performance, highlighting problem areas and identifying improvement actions

- Driving improvement projects to improve performance against targets

- Develop, manage and report on functional budgets

- Actively collate and analyze Customer Feedback - work with the respective Business units to address issues raised

- Undertake regular one to one meeting, team meetings, training and counseling / coaching sessions for all direct reports, conducting regular performance appraisals

- Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information

Skills, Knowledge & Qualifications (Framework required by the position)

- Proven call center management experience, including a clear understanding of call center and CRM packages and technology

- Developed skills in planning and organizing large service delivery functions

- Managing external vendors will be an added advantage

- An ability to think and act at a strategic level

- Financial management, including budget creation and management

- Well-developed negotiation, facilitation, communication and presentation skills

- At least 6-8 years- experience in customer service management with at least two years in managerial level and above, coupled with a relevant secondary business qualification

Personal Attributes & Competencies

- Ability to influence customers at the highest level

- Ability to train, motivate and provide feedback to staff in a team environment

- Computer literate

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