Contact Center Manager

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Contact Center Manager

  • Post Date:July 27, 2022
  • Views 486
0 Applications
  • Career Level Manager
    Qualification Degree
    Experience 5-10 Years
  • Industry Business
Job Description

Reference Number : Tel20227855

We are looking for enthusiastic, self-motivated and committed individuals to join our Senior Management team for the position of Contact Center Manager.

The incumbent will report to the Head Client Experience responsible for the development and implementation of effective Call Centre plans to achieve service excellence in the Call Centre.


Contact Centre Planning & Management

  • Provides inputs into the development and implementation of the Customer Services Operations plan through analysing business statistics and requirements.
  • Evaluates and establishes customer profile, profitability and customer lifetime value in order to develop effective Client Relationship Management strategies and initiatives.
  • Develops, implements and maintains effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance for the call center and all customer touch points.
  • Manages technologies (call handling, call delivery, contact Centre management tools) including recommending acquisition, implementation, and ongoing maintenance.
  • Benchmarks and recommends Client Relationship Management and Contact Centre systems and applications for use by the organization.

Client Experience and Relationship Management

  • Works with stakeholders across the business to improve the client’s experience and deliver exceptional service.
  • Manages and resolves all customer queries and complaints within set key performance indicator timeframes.
  • Develops and implements client communication strategy incorporating formal client feedback benchmarks.
  • Liaises with other functional teams to ensure customer-centricity in respective departments and alignment with the customer experience strategy.
  • Interacts with clients and builds relationships to ensure that their customer needs are being met.

Systems and Process Management

  • Reviews and updates Interactive Voice Recording Call (IVR) flow in line with changing business strategic plans.
  • Reviews and updates Auto Attendant functionality on the Switchboard through receiving recommendations from direct reports.
  • Reviews and updates Call Centre business processes to optimize customer interaction via the Call Centre.
  • Maintains a tracker to provide Management Information Systems (MIS) on all High Value Client (HVC) complaints and ensures 100% query resolution on first contact with clients.
  • Develops strategic controls to reduce revenue leakages through accurate processing and monitoring of new High Value Client (HVC) accounts.

Social Media Management

  • Manages social media customer strategy for TelOne focusing on LinkedIn, Twitter, WhatsApp, Facebook, Google+, YouTube, Slide Share.
  • Develops and manages an efficient social media value Chain for TelOne that guarantees positive customer experience and image for the company.
  • Devises strategies to ensure real time customer engagements with 5-minute turnaround time and support through our social media channels.
  • To generate sales leads, insights and customer voice gathering through social media.

People Management

  • Develops and implements human resource plans in line with resources forecasts for Contact Centre section.
  • Provides clear leadership of the call centre team and creates an exciting and innovative work environment, which brings the best of staff potential.
  • Implements all aspects of HR functions within the section with respect to recruitment needs, training, review, personal development, performance monitoring and team building.
  • Manages staffing issues that ensures members of staff are recruited, retained and developed to fulfil their potential.
  • Takes responsibility for absence, disciplinary and grievance policies for the Department.
  • Undertakes all people management related activities in accordance with the TelOne’s Standards.

Performance Management

  • Sets the departmental and key performance indicators targets, and periodically evaluates the performance.
  • Formulate the performance improvement plans for low performers and staff development initiatives.
  • Takes responsibility for absence, disciplinary and grievance policies for the Department.
  • Undertakes all people management related activities in accordance with the Telone’ s Standards.

Qualifications / Experience

  • A Bachelor’s Degree in Social Science/ Business Management / Marketing or equivalent.
  • A minimum of (five)5 years’ total experience in a call canter environment. Telecommunications/ICT environment an advantage.


  • Good level of business acumen, with strong analytical skills where attention to detail is key
  • Comprehensive knowledge of customer experience management
  • Exceptional negotiation, problem solving and analytical skills.
  • People management knowledge.

How to Apply

If you wish to be considered for the above post, please email to: [email protected] not later than 29 July 2022.

Hard copy applications will NOT be accepted.

Please note that Canvassing will disqualify applicants and communication will be made to shortlisted candidates only.