The Senior Customer Services Officer is a key member of the Contact Centre Team., responsible for all service delivery aspects of the Contact centre. In addition to managing service quality, service levels and revenue generation through teams by adhering to redefined set standards.
You will also develop, manage, coordinate and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance services and to generate income.
Moreover; you will also be responsible for achieving KPIs as outlined in the Contact Centre KPI scorecard. Highlighting the performance strength / weakness to CC Manager by preparing and analyzing performance reports to derive corrective measures.