Inbound and Outbound Multi-Channel Customer Care / Technical Support
DEPARTMENT:
CONTACT CENTRE
DIVISION:
CUSTOMER EXPERIENCE
SECTION:
OCX (On Demand Customer Experience)
DATE:
Current
EMPLOYMENT STATUS:
Full Time
SHIFT WORK:
Applicable
IMMEDIATE SUPERVISOR
Customer Experience Team Leader (1st Level)
Customer Experience Manager (2nd Level)
OTHER IMPORTANT INTERNAL CONTACTS
Executive Head of Development and Operations Teams; Account Executives,
OTHER IMPORTANT EXTERNAL CONTACTS
Customer Relationships
PRIMARY PURPOSE OF THE JOB
To, in collaboration with the Executive Head of Customer Experience, manage and lead assigned Customer and Technical Service Agents in the Customer Experience (CX) Division of DSG and to ensure professional and service-oriented delivery in accordance with defined Service Level Targets. With the guidance of the Executive Head of Customer Experience will be required to monitor Queue, Adherence and Customer and Technical Service Agent performance and implement required corrective actions. This includes client relationship, processes and activities management across the Customer Experience Division.
KEY PERFORMANCE AREAS (KPAs)
2.1DELIVERABLE - PERFORMANCE MANAGEMENT SERVICE LEVEL TARGETS
Align the Customer and/or Technical Service Agent team through tactical day-to-day management of the Service Level Targets, Schedule Adherence, Rostering and Escalations.
DESCRIPTION OF DELIVERABLE
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery of Calls which are to exceed 85% calls being answered within 20 seconds for each Queue managed.
Daily, Weekly and Monthly required action to ensure Service Target Level delivery of Abandon Calls which are to not exceed 3% for each Queue managed
Daily, Weekly and Monthly to ensure Service Target Level delivery of Abandon Call backs which are to exceed 95% for each Queue managed
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery of Case Logging which are to be logged and within 2 Hours for each Queue managed
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery of Email and Website Email Management which are to be managed, logged and escalated within 2 Hours for each Queue managed
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery for Case Closure rates which are to exceed 95% for each Queue managed
Weekly and Monthly Queue Performance reporting delivered to the Executive Head of Customer Experiences including Team Leader action plans to ensure compliance with Service Level Targets
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery for Customer and/or Technical Service Agent Scheduled Attendance Adherence which is to exceed 99% for each Queue managed
Daily, Weekly and Monthly monitoring and active management of all escalations for each Queue managed
Daily, Weekly and Monthly definition of Customer and/or Technical Service Agents Rosters aligned with arrival patterns for each Queue managed
Daily, Weekly and Monthly monitoring, reporting and required action to ensure Service Target Level delivery of Data Quality which is to exceed 98% for all calls logged
Daily, Weekly and Monthly reporting and required action to ensure Service Target Level delivery for Coaching of Customer and/or Technical Service Agents which is to exceed 95% for calls managed
2.2DELIVERABLE – COACHING, TRAINING AND KNOWLEDGE MANAGEMENT
Align the Customer and/or Technical Service Agent team through tactical day-to-day management of Coaching, Training and Knowledge Management.
DESCRIPTION OF DELIVERABLE
Weekly Coaching with a minimum of 2 coaching sessions per Customer and/or Technical Service Agents for each Queue managed
Weekly and Monthly Coaching reporting for Customer and/or Technical Service Agents for each Queue managed
Monthly Training with a minimum of 1 training session per Customer and/or Technical Service Agents for each Queue managed
Weekly and Monthly Training reporting for Customer and/or Technical Service Agents for each Queue managed
Weekly and Monthly Knowledge updates and communication with Customer and/or Technical Service Agents on the CRM for each Queue managed
Weekly and Monthly reporting on Knowledge updates on the CRM for each Queue managed
2.3 DELIVERABLE - STAFF MANAGEMENT
Ensure that the Customer Experience team remains productive, motivated and informed and that a good relationship is maintained with staff, management and teams at all times.
DESCRIPTION OF DELIVERABLE
Attend and management of Weekly Team Leader Meetings
Create a culture where people can grow, be innovative and ensure top performance
Create a two way open communication with employees
Communicate and explain the impact of Departmental decisions
Support and participate in the training and development requirements of teams
Provide mentorship to all employees
Manage and support cultural diversity fairly
Advise employees on career opportunities and the requirements to achieve personal growth
Identify ideas to increase motivation and productivity
Focus on good employee relations and best practices
ACCOUNTABILITY
Accountable for the achievement of the Customer Experience Service Level Targets by ensuring the attainment of laid down targets within defined and agreed Service Levels and adherence. Including Customer Service and /or Technical Service Agent coaching, training, knowledge management in support of the agreed Service Levels.
OTHER ROLE SPECIFIC REQUIREMENTS
Good knowledge and understanding of
Contact Centres Team Leadership and the requirements of clients and organisations.
Managing Contact Centre day to day tactical operations
Relationship management where interactions are escalated
Management of Technical Service Agents and/or Technical Service Agents
Ability to monitor service level targets and compliance with said targets as agreed
Ability to monitor compliance to all relevant Contact Centre Service Level Targets and company policies.
Ability to manage client relationships and remain professional in all activities relating to the Customer Experience division.
Experience in A+, N+ and technical customer service
