Head Of Contact Center, Quality Assurance & Experience

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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.
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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.

How To Submit An Application For The Role: Head – Contact Center & Quality Assurance 

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Closing Date for Application: 22ndAugust 2023

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