CUSTOMER CARE TEAM LEADER

MultiChoice Ethiopia

Addis Ababa

PURPOSE OF THIS ROLE
• To support the Contact Centre Manager in delivering Customer Experience for our valued subscribers – supervising inbound, through consistent execution.

KEY ACCOUNTABILITIES
• Achieve Call Centre Target: SL, ACR, AHT, Wrapup compliance
• Achieve Contact Centre Performance metrics.
• Ensure consistent customer experience at the Contact Centre.
• Drive a ‘customer first approach’ and First contact Resolution.

Operational Delivery, Systems & Quality Assurance
• Support the Contact Centre Supervisor in the daily running of the Contact Centre.
• Manage contact center resources to deliver first-call resolution, maintain SLAs, & manage escalations
• Ensure customer care standards are developed and deployed at each customer touch point.
• Maintains and improves Contact Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyzing quality assurance.
• Embed a... More Detail

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