Contact Center Operations Manager at Old Mutual Kenya

Old Mutual

  • Kenya
  • Permanent
  • Full-time
  • 2 months ago
Old Mutual Kenya is based in Nairobi and is part of a larger group that offers solutions in long-term savings, asset management and investment. We offer solutions to individuals and corporates underpinned by our core values which are: Respect, Integrity, Accountability and Pushing beyond boundaries.Contact Center Operations ManagerJOB SUMMARYLead and manage the day-to-day operational activities of the Contact Centre and liaise with line two and three functions in ensuring service delivery standards are achieved, staff performance is effectively managed, and customer experience is consistently enhanced through efficient people, process, and performance management.KEY PERFORMANCE INDICATORS
  • Timely submission of documented Training Need Analysis, induction plans, and monthly progress reports.
  • Achievement of quantitative and qualitative performance KPIs as defined in the personal score card
  • Number and quality of documented performance improvement actions and escalated issue resolutions.
  • Staff engagement levels and adherence to policies and procedures.
  • Accuracy and timeliness of operational and productivity reporting.
  • Leads Qualification and Conversion Rates
  • Campaigns Reach Rate
KEY RESPONSIBILITIES
  • Develop and implement initiatives aimed at driving continuous performance improvement and development of all contact centre & frontline branch staff members through building skills, knowledge and overall competence.
  • Deliver productivity and achievement of service quality targets.
  • Develop, deliver and evidence robust performance management practices within the contact centre team such as a coaching culture with positive performance and behavioural results.
  • Manage complex enquiries that cannot be resolved to the customer's satisfaction at first point of contact preventing these from escalating into complaints.
  • Produce timely and accurate management information & reports to be cascaded to stakeholders within the deadlines set.
  • Ensure workload and demand is constantly reviewed and members of staff are fully optimized to ensure delivery of SLA and compliance through accurate forecasting and planning.
  • Contain customer complaints through development of initiates to drive effective customer contact management by all team members.
  • Drive process improvement through reliable root cause analysis, customer and staff feedback, leading to time bound action plans that deliver productivity, quality and process/cost optimization.
  • Manage relationships across peers, teams, functions and business partners as required ensuring a supportive collaborative culture is developed and maintained to aid continual improvement.
  • Plan and prioritize the ever-changing workload to ensure all required deadlines are regularly achieved.
  • Maintain professional and technical knowledge by tracking emerging trends in Contact Centre Operations management
  • Manage all outbound and telesales campaigns
  • Drive compliance to bank policies, procedures, process flows, SLA, consumer protection Act and closure of all audit items.
  • Any other duties as shall be assigned from time to time
MINIMUM QUALIFICATIONS/EXPERIENCEEducation
  • Undergraduate degree from a recognized university preferably in business or social sciences
Professional Qualifications
  • Certification or training in Contact Center Operations
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