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Sets the departmental and key performance indicators targets, and periodically evaluates the performance.Undertakes all people management related activities in accordance with the TelOne's Standards.Takes responsibility for absence, disciplinary and grievance policies for the Department.Manages staffing issues that ensures members of staff are recruited, retained and developed to fulfil their potential.Implements all aspects of HR functions within the section with respect to recruitment needs, training, review, personal development, performance monitoring and team building.Provides clear leadership of the call centre team and creates an exciting and innovative work environment, which brings the best of staff potential.ĝevelops and implements human resource plans in line with resources forecasts for Contact Centre section.To generate sales leads, insights and customer voice gathering through social media.ĝevises strategies to ensure real time customer engagements with 5-minute turnaround time and support through our social media channels.ĝevelops and manages an efficient social media value Chain for TelOne that guarantees positive customer experience and image for the company.Manages social media customer strategy for TelOne focusing on Linkedln, Twitter, WhatsApp, Facebook, Google+, YouTube, Slide Share.ĝevelops strategic controls to reduce revenue leakages through accurate processing and monitoring of new High Value Client (HVC) accounts.
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Maintains a tracker to provide Management Information Systems (MIS) on all High Value Client (HVC) complaints and ensures 100% query resolution on first contact with clients.Reviews and updates Call Centre business processes to optimize customer interaction via the Call Centre.Reviews and updates Auto Attendant functionality on the Switchboard through receiving recommendations from direct reports.Reviews and updates Interactive Voice Recording Call (IVR) flow in line with changing business strategic plans.Interacts with clients and builds relationships to ensure that their customer needs are being met.Liaises with other functional teams to ensure customer-centricity in respective departments and alignment with the customer experience strategy.ĝevelops and implements client communication strategy incorporating formal client feedback benchmarks.Manages and resolves all customer queries and complaints within set key performance indicator timeframes.
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#Senior callcenter manager full
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