Manager CISCO Contact Center

Job description

about the role

Key Accountabilities

·  Management of voice customer support team level2 to ensure compliance to performance targets (MTTR & ATL etc.) and overall customer satisfaction.
·  Managing team & their KPI
· 
Good knowledge of Cisco Contact center business

·  Work on performance reporting of team, trend analysis & problem management.
·  Ensure all faults/inquiries are logged and processed in a speedy and effective manner.
·  Ensure proper case management is adhered to for all cases open.
·  To provide hands on support of calls and cases if demand exceeds associate resources available.
·  Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames.
·  Development of staff to ensure skills levels match both current and future operational and customer requirements.
·  Schedule team training; leave requests, rostering, and overall staffing requirements.
·  Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
·  Responsibility for ensuring adherence to company policy, process & procedures.
·  Review of all necessary reporting to ensure the team meet operational, Performance Measurements and customer support targets. Daily review of primary KPI reporting and feedback to departmental manager on actions to improve.
·  Implementation of strategies and processes to ensure employee satisfaction.
·  Deputise for departmental manager in their absence.
·  Represent the team/deptt. if required at customer meetings and service reviews.
·  Conduct employee performance reviews in accordance with company policy.
·  To undertake any other reasonable task as assigned

about you

knowledge and abilities

·  10-11 years of experience in customer service in the telecommunication industry preferably with 2-4 years in a supervisory role.
·  Working experience on Genesys contact center, System/Infra administration
·  Excellent customer service skills.
·  Excellent interpersonal skills.
·  Good time management, organizational and communication skills
·  Previous experience in a multilingual environment advantageous
·  Ability to work under pressure.
·  Ability to deal with multiple tasks.
·  Good leadership skills.
·  Presentation skills
·  Good people and change management skills
·  Ability to build relationships with peer and management levels both with clients and the company management
·  Proactive, self motivated and determined attitude.
·  Problem solving skills.
·  Tenacity.
·  Flexibility in terms of working hours.
·  Proficient in English.

education, qualifications, and certifications

·  Engineering degree in telecommunication or Equivalent
·  Formal certifications (i.e. relevant technical/Management certification)

experience

·  Strong releavent experience in telecommunications with 7-10 years

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular