Job Vacancies

Head Of Contact Center, Quality Assurance & Experience

The services of a Head, Contact Center, Quality Assurance & Experience is needed at AT Ghana. This is a full time job located in Accra.

Key Responsibilities:

Work closely with Customer Experience Director to drive quality of service delivery, process compliance across all touchpoints and provide a seamless experience across digital channels, manage Mobile Number Portability as well as run an effective HVC engagement program using T-NPS, CES and other indicators as the barometers.

Contact Center, Retail and Social Media Channels

Listening and evaluating calls
Mystery shopping of retail shops including franchise shops
Monitor and evaluate customer interactions.
Monthly business review with BPO Partner on performance and ensure conformity with set targets and customer experience.
Call Center operations management including ensuring all service and operations KPIs are met for level 1 inbound.
Ensure operational efficiency and enhance customer experience through self-service tools such as encouraging customers who call agents to adopt IVR and other digital channels and use the dynamic IVR efficiently.
Improve operational efficiency via KPIs such as average call duration, calls per agent within experience standards.
Create framework to ensure accurate forecasting of call volumes.

Training

Training of leadership across channels on identified gaps and processes.
Ensure certification of executives at the various touchpoints
Periodic refresher trainings for all employees across the various channels
Conducting train, the trainer activities for all partner trainers.

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Required Qualification and Experience:

Bachelor’s degree in a business-related field
MBA from a recognized institution is an advantage.
5- 7 years of experience in customer experience driven environment including contact center operations and 2-4 years in a similar role.

Core Competencies:

Good interpersonal, communication and organizational skills.
Strong working knowledge in contact center operations, platforms and solutions.
Partner Management
Good knowledge in compliance processes
Good problem-solving skills
Good knowledge in KYC processes and procedures
Solid knowledge of CEX including T-NPS and CES
Team Player with leadership competencies
An analytical mind able to appreciate the complexities of procedures and policies.
Excellent knowledge in customer complaint management /process
Excellent communication, presentation and interpersonal skills
Demonstrated experience and success in managing a contact center.