Customer Experience/Service Manager

1. Providing leadership/Supervision to Contact Centre agents through effective objective setting, delegation, motivation, and communication. 2. Conducting regular meetings to ensure that Contact Centre agents are well informed of Contact Centre operations. 3. Conducting performance appraisals, provide measurable feedback to Contact Centre agents, propose improvement plans and corrective actions as needed. 4. Coaching and mentoring the team to help them improve their skills and abilities through training, a defined feedback mechanism and reward & recognition model. 5. Overseeing the day-to-day activities and operations of the Contact Centre. 6. Monitoring the performance of the Contact Centre and ensure that established budgets, revenue goals, Service Level Standards (SLS) and compliance requirements are met. 7. Compiling, tracking and ensuring that all customer issues, questions and complaints are channeled through the Contact Centre are resolved in a timely manner. 8. Monitoring individual, team and Contact Centre results to identify and analyze performance trends. 9. Monitoring productivity of customer service representatives and plan for improvement efforts. 10. Monitoring service calls to observe quality assurance, employee demeanor, technical accuracy and conformity to Company policies e.g., PCI. 11. Defining and continuously improving Contact Centre systems, processes, work procedures and schedules to improve efficiency of the agents. 12. Coaching, mentoring and developing Contact Centre agents. 13. Ensure Contact Centre agents are continuously aware and well-informed on products, services, customer needs and company-related issues 14. Working with the Quality Assurance Officer to set, regularly review and improve quality standards. 15. Regularly reviewing SLS and Turn Around Times (TATS) and recommend corrective actions. 16. Ensuring calls, emails, SMS, chats data handled by contact Centre agents meet the set quality standards. 17. Monitoring and providing relevant reports on the productivity of contact center staff.