Adexen is a global Human Resources Company providing business services in Europe and Africa. We support companies in all industries in the fields of HR, Legal, Finance, Sales & Marketing, Engineering and Supply chain.
Job Title: Contact Center Manager
Managing the operations of the support centre; ad reviewing, email support, inbound calls, outbound campaigns, telemarketing, telesales and user verification.
Setting and meeting performance targets for speed, efficiency and quality
Forecasting, analyzing and reporting KPI figures on weekly and monthly basis
Help achieve daily quantitative targets and service levels
Monitor progress and ensure timelines are met
Ensure that all infrastructure works efficiently
Organizing staffing; including shift patterns and the number of staff required to meet demand
Reviewing the performance of staff, identifying training needs and planning sessions
Preparing roster for customer support team
Training, coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
Maintain the log for agent leaves, vacation and planning of manpower for emergency situations.
Monitoring random reviews and customer support emails to improve quality, minimize errors and track operative performance
Mystery call reporting
Recording statistics, user rates and the performance levels of the centre and preparing reports
Handling complex customer complaints or enquiries.
Follow up on all the activities sent and share team workload
Provide action plan to agents on basis of findings
Maintaining up-to-date of the industry developments
BA, BSc, HND
Administration, Secretarial, Customer Care
Method of Application