Omni-Channel Contact Center Supervisor

Roles & Responsibilities
·       To ensure all in use systems and applications by customer operation team are available 24/7 and escalate and follow incidents to be solved within SLA.

·       To leverage all digital and online channels including self-service options, social media, and IVR (Interactive voice response) for first-call resolution, and proactive problem-solving to decrease the contact rate by reducing the need for customers to contact the call center in the first place.

·       To ensure implementation of assigned projects and operational plans, internal processes, and approved PPPs within the team.

·       To monitor team activities and provide comprehensive and constructive feedback to ensure compliance with agreed targets. 

·       To lead and guide direct reports to provide professional/standard responses to MTNIrancell subscribers’ queries and achieve pre-established targets.

·       To ensure received contacts, including customer complaints/requests are getting investigated /escalated/followed and solved through approved PPPs/SLA.

·       To guide and support team members in delivering their assigned tasks and handling complex contacts.

·       To collaborate with the CR QA team on recognition and implementation of corrective action to improve quality of standards (QoS) and customer satisfaction indexes (CSI).

·       To escalate any alarming complaints and valuable information from coming contacts and queries to the manager or related team.

·       To escalate all incidents and issues based on their impacts with accurate priority/urgency.

·       To research on best practices and come up with initiatives and solutions to increase customer operation’s service level, decrease contact rate, and apply technology edge in Customer operation.

·       To have active collaboration in Closed Loop Feedback sessions to review customer issues and later brainstorm for resolution.

·       To deep dive on general/escalation logs to identify abnormalities and propose solutions to achieve service level and provide regular improvement plans on Customer operation KPIs.

·       To provide regular feedback to the CR QA/processor team to cover gaps based on customers’ needs and identified objectives.

·       To coordinate periodical team meetings with subordinates, reviewing targets and team performance, coach the team to ensure all human issues are addressed, and provide feedback on team performance and status to the manager.

·       To closely monitor daily statistics reports on team/individual performance, KPI, issues, and customer operation performance trends to provide feedback to contact center Manager to ensure meeting the targets.

·       To ensure customer experience improvement by providing constructive feedbacks from analyzing customer and front-line staff data.

·       To support CR finance operation team in setting and monitoring department budget by providing requested data.

·       To supervise preparation of daily/monthly and Ad-hoc reports of team’s targets and KPI statuses requested by other departments or the CCRO.

·       To supervise the subordinates to ensure seamless customer experience through all channels.