Contact Centre Officer

The Contact Centre Officer's job is to ensure the smooth running of the Contact Centre. He/she needs to ensure the service level agreements are met and that excellent service is delivered through an engaged and committed workforce.

Key Responsibilities

• Manage contact centre operations on a day to day basis
• Take escalation calls and deal in appropriate manner
• Motivate and encourage agents through positive communication and feedback
• Managing performance, coaching and on the job training
• Prepare call centre performance reports by collecting, analysing and summarizing data and trends. propose remedy action and implement upon approval
• Prepare monthly departmental cost / benefit analysis.
• Maintain call centre data base by entering and verifying information and updating log
• Improve quality of results by recommending changes, driving and tracking NPS

Key Performance Areas

• Call turnaround time
• Complaint ratio
• NPS / Customer satisfaction levels

 Job Requirements