Contact Centre Manager - Educor

Duties and Responsibilities

• To set up a fully operational contact center, implement telephony systems effectively. Motivating team managers and call CENTRE agents to achieve daily, weekly and monthly targets.
• Meeting call center targets set by management for both inbound and outbound activities.
• Reviewing and assessing results of quality and compliance and implementing the necessary action plans.
• Identify problem areas within our service delivery portal and setting process and practice that provide resolution
• Conducting of real time monitoring.
• Ensuring the continuous application of PIP processes
• Managing of employee’s performance driven targets
• Planning, organizing and controlling the contact CENTRE team according to dialer efficiencies (work force management for contact center’s (WFM) adherence)

• Creating a highly productive work environment recognizing contribution, retention, attendance and reward
• Analysis and reporting of performance and strategy implementation in a clear and concise manner to all business stakeholders
  
  

Key Performance Areas:

• Management of contact CENTRE delivery
• Quality and compliance management
• Performance management
• People Management
• Reporting

Requirements

Educational Requirements:

• Degree/Diploma in Contact Centre Management
• 6-10 years contact center experience
• At least 5 years contact CENTRE experience in a senior management role