WILLYNEVILLINE MSAMO

· Monitor the latest market trends to discover opportunities to improve and create compelling and engaging Contact Center experience

· Partner with teams across businesses and technology to transform Contact Center to drive digital adoption to create sustainable cost savings, operational efficiencies, and support digital transformation

· Develop day-to-day objectives and activities to achieve all Contact Center budget requirements,

answer rate, service level agreements including effective resource planning and organization, shift patterns, agent productivity, utilization, sales, and schedule adherence

· Appropriately assess risk, safeguarding bank’s reputation its customers and assets,

· Drive compliance with applicable laws, rules, and regulations and adhering to policies.

· Accountable for the mitigation of the Contact Center unit risk profile as well as implementing

sound governance and compliance processes

· Delivery of Contact Center services and ensuring that quality assurance, compliance, regulatory

and legal obligations are met across all interactions

· Ensure staff adherence to set targets and appropriate call handling

· Drive an excellent customer experience through improving first contact resolution and Contact

Center Agents satisfaction while driving significant reduction in complaints and repeat calls

· Embed a performance culture, framework and review processes to achieve service levels and

improvements against set targets

· Ensure effective and consistent communication throughout the team; encourage feedback and

customer insight in order to enhance the customer experience

· Ensure all staff are meeting or exceeding performance expectations and support staff to deliver

exceptional and professional service

· Recommend new work procedures and contribute to the development of new customer

experience techniques, models and plans.

· Administration and maintaining of the Head Office receptions (Head Office ground floor and all

floor receptions), including first point of contact for anyone contacting the bank.

· Ensure that Receptionists deliver a consistently exceptional customer experience, identify

· opportunities to introduce products and services relevant to customer’s expectations and needs

· Build a customer-focused, value-driven, and high-performing culture

· Accountable for delivery of the recruitment, training, induction, and coaching strategy for Contact Centre.

· Manage annual department budget to attain business goals with operational excellence.

• Country Business Planning, Call center Management, Technical Services Management, Budget Management, People Management, Stakeholder Engagement

• Implement the Service Strategy through the management of efficient Call Centre operations, building and maintaining skilled resources in the provision of customer services and Telesales, Monitor the timeous and efficient provision of customer services for inbound service response and Telesales, Oversee the identification and provision of training and coaching interventions to maximize customer service, Monitor customer satisfaction scores and devise interventions to improve ratings, Participate in weekly and monthly Call Centre team meetings to monitor the services provided and identify and resolve operational problems, Perform analysis to mine data to understand customer behavior, geographical differences, etc
• To improve on service offerings, Identify and assess risks to the business and formulate risk mitigating strategies for servicing management, Keep abreast of best practices for Call Centre Management and customer servicing, Develop the annual budget for the Call Centre based on operational and financial targets for the Services Department, Participate in the recruitment of subordinates in collaboration with management and the Human Resources Department, Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance, Manage the development of staff and identify training interventions in support of career development, Input into the development of succession plans for the department in consultation with management, Coach and mentor team members to foster personal growth and teamwork, Provide updates to the Human Resource Department on any location changes of team members, Develop and maintain relationships with the Call Centre team to ensure business continuity and smooth running of operations, Engages customers via multiple channels to obtain feedback on how needs are being met

• To hire, train coach and lead call center agents and/or representatives as they provide support for Customers, To answer agents and/ or representative's questions guide them through different calls or issues diffuse angry customers or handle the issue that cannot be addressed by agents and/or representatives, To lead team meetings, ask question to better understand the calls agents and/or representatives received, educate and coach workers regarding processes and practices and explain expectations to employees, To assist other management team members in identifying trends and establishing call center goals, To ensure staff members are achieving desired service levels and taking corrective actions, as needed, To Prepare reports and analyse call center data to improve processes ensure resources are properly allocated and maximize efficiency and customers satisfaction, To authorize replacements of refunds, To take on other tasks or projects to support employees, other managers and call center Operations, To perform other tasks reasonable assigned by the employer

• Proactively Address, report and timeline Issues to maintain agreed Services Levels, Provide point if Contact to supervisor and managers by offering target advice, managing customer escalations and answering MIS related Queries, Produce reports and presentations on the internal performance of the business against strategic KPIs, Ensure that this information is timely and accurate and that it effectively highlights areas of opportunities or risk to the business, Proactively research new data sources or make modifications to existing systems so as could give more insight into the performance of the business, Ensure that the highest standard of customer services is provided to develop/increase Sales by assisting agents with product and procedure queries, Identify, Initiate and develop procedures that will the call center stay ahead of changing needs and satisfies customers' expectations and keeps pace with the overall expansion, growth and development of VTL

• Proactively schedule staff two weeks in advance and ensure staffing level meet call center call flows, Identify Scheduling patterns that achieve agent's occupancy of 80%- 88% and services Level of 85%, Schedule staff annual Leaves, Sick leaves and activities without impacting the required staffing level, Adjust Skill set priorities to achieve desired services level for each desk, Communicate to the managers and team leaders on any changes done to Scheduling patterns and staffing levels, Communicate coming Schedule campaigns to the managers on weekly basis, Prepare a weekly Scheduling report with agents' occupancy and adherence stats, Monitoring agent adherence trends and occupancy and making recommendations for improvement, Balance call center team to ensure balanced Scheduling, Train agents or Workforce management methodologies and practices

• Proactively schedule staffs two weeks in advance and ensure staffing level meet call centre calls flows, Identify Scheduling patterns that achieve agent's occupancy of 77%- 82% and services Level of 80%, Schedule staff annual Leaves, Sick leaves and activities without impacting required staffing level, Adjust Skill set priorities to achieve desired services level for each desk, Communicate to the managers and team leaders on any changes done on Scheduling patterns and staffing levels, Communicate coming Schedule campaigns to the managers on weekly basis, Prepare a weekly Scheduling report with agents' occupancy and adherence stats, Monitoring agent adherence trends and occupancy and make recommendations for improvement, Balance call centre team to ensure balanced Scheduling, Train agents or Workforce management methodologies and practices

• Managing, Measuring, and providing feedback regarding performance to agents, Ensure the smooth running of the Call Centre by monitoring and analysing activities followed by corrective actions, Ensure that all relevant administrative procedures are correct, timely followed, Assist with the tasks of others in addition to main work function when necessary, Measure and provide input to the KPI and personal development of agents, To control and monitor day to day activity of agents regarding SIM swaps, Training of Dealers on SIM swap activities, Create awareness on risks and challenges, Close Monitoring of General call centre, Measure and provide feedback regarding performance to agents, Hand by hand with back office to make sure all problem is reported and sorted out with Services Level

• Assisting Vodacom customers on all queries when they call 100/101 to ensure first call resolution as well as satisfaction, Reporting and follow-up of escalated Queries to ensure timely resolution, Analyse and share with the management the root cause of customer queries/ complaints and suggest solutions, With CARE to resolve and satisfy our customers when they call for, their Queries, Build team relationships to achieve one Goal of Saving our Customers