If you are interested in a challenging career and share our vision of adding value to our company’s excellence in service delivery to our clients, an exciting opportunity exists for the filling of the following position in Windhoek.

POSITION: SUPERVISOR: CUSTOMER CONTACT CENTRE (SHIFT POSITION)
GRADE: C3
REPORTING TO: SENIOR MANAGER: CUSTOMER CONTACT CENTRE
DUTY STATION: WINDHOEK
CLOSING DATE: 31st JANUARY 2020

KEY PURPOSE:
To provide managerial leadership by coordinating and providing functional strategic support on Employee Relations in the Company. Has responsibility for operational compliance with legislation, policies, procedures and standards, legal agreements in areas of employment, labour, employee relations, and union stakeholders. Monitors the impact of internal communications as part of overall employee relations management. Provides frontline consultancy on employee relations throughout the business. Advises Union Stakeholder in the interest of industrial peace and relationship building. Tracks and analyses trends in dispute resolution. Partners with Legal Assistant at Labour Commissioner level Labour cases arbitration.

KEY PERFORMANCE AREAS WOULD INCLUDE:

• Contributes to development of Departmental / Divisional strategic initiatives.
• Translate and Implement the Strategic plans into operational tasks in close cooperation with the Senior Manager and Supervisors.
• Implements Processes, policies and procedures in Customer Contact Centre whilst ensure adherence by subordinates.
• Enforce adherence to all Telecom Namibia and CRAN operational requirements and targets.
• Manages and monitor allocated budget to section
• Supervises plans and manages functions related to Contact Centre work area.
• Oversees and directs the day-to-day activities of telephone operators and Contact Centre agents
• Acts as a source of information and answers agent’s questions, assigns tasks, follows up and gives instructions as necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all agents
• Carries out performance monitoring, measurement and evaluation of all agents to improve efficiency
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Attend, follow-up & resolve customer complaints.
• Attend to communication received face to face meetings, telephonically, SMS, Email, Letter and all social media
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
• Plans coordinate and monitor tasks within the Section.
• Forecast volumes of calls and staffing requirements
• Manages recruitment, allocation of roles and responsibilities within the section.
• Contributes to development of Departmental / Divisional strategic initiatives.
• Translate and Implement the Strategic plans into operational tasks in close cooperation with the Senior Manager and Supervisors.
• Implements Processes, policies and procedures in Customer Contact Centre whilst ensure adherence by subordinates.
• Enforce adherence to all Telecom Namibia and CRAN operational requirements and targets.
• Manages and monitor allocated budget to section
• Supervises plans and manages functions related to Contact Centre work area.
• Oversees and directs the day-to-day activities of telephone operators and Contact Centre agents
• Acts as a source of information and answers agent’s questions, assigns tasks, follows up and gives instructions as necessary.
• Carries out supervision, coaching, call monitoring, training, reviewing and disciplining of all agents
• Carries out performance monitoring, measurement and evaluation of all agents to improve efficiency
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Attend, follow-up & resolve customer complaints.
• Attend to communication received face to face meetings, telephonically, SMS, Email, Letter and all social media
• Compiles and maintains lists of key and on-call schedules & personnel, and ensures all lists are available to operators for use as required.
• Plans, coordinate and monitor tasks within the Section.
• Forecast volumes of calls and staffing requirements
• Manages recruitment, allocation of roles and responsibilities within the section.
• Forecast volumes of calls and staffing requirements
• Facilitates training of the team members in line with individual development plan in close cooperation with Senior Manager: Customer Contact
  Centre
• Manages team morale, concerns and set initiatives to achieve targets
• Plans and review career paths and individual development plans of the team
• Monitor targets and goals for the team and guide them towards their achievement
• Organize, plan and supervise all aspects of complex and routine reports; Review and approve the teams report findings, audit report plans,
  analysis and trending for communication to Senior Manager with recommendations that have a direct business impact.
• Performs critical departmental analysis of issues identified by Specialists, including identifying root cause(s) and identifying value-added opportunities
  for improvement in a timely manner
• Develop and maintain effective working relationships with Departments and sections within Telecom.
• Work closely with Quality and Helpdesk supervisor to improve overall Contact Centre Service
• Performs other similar or related duties, as assigned, such as updating databases, coordinating activities related to repair and maintenance of
  equipment, ordering materials and supplies, etc.
• Ability to make quick and effective decisions.
• Monitors the different work tasks on a continuous basis and looks for ways of making work processes more effective. This may relate to work
  schedules, dealing with peak times, handling enquiries, utilization of overtime, etc.

Read more: POSITION: SUPERVISOR: CUSTOMER CONTACT CENTRE (SHIFT POSITION)