The CS Manager will form a team that is looking for continuous improvement and driven to deliver
the best experience for our users.The person will thereafter lead and manage the daily operations of the center,including meeting and setting customer service targets as well as planning areas of improvement or development.
The customer support manager will report to
the Head of Site and to our Global Customer Support Manager.
Job Duties :
RESPONSIBILE OF THE PERFORMANCE OF THE SUPPORT CENTER :
Managing the daily operations of the support center
Setting and meeting performance targets for speed, efficiency, sales and quality
Forecasting, analyzing and reporting KPI figures on a weekly and monthly basis
Help achieve daily quantitative targets and the service levels
RESPONSIBLE FOR MANAGING THE TEAM :
Organizing staffing including shift patterns and the number of staff required to meet demand
Reviewing the performance of staff,identifying training needs and planning training sessions
Preparing roster for support center team
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.
RESPONISBILE OF THE QUALITY OF THE SUPPORT CENTER :
Monitoring random reviews and customer support emails to improve
quality, minimize errors and track operative performance
Mystery call reporting and analysis.
Recording statistics, user rates and the performance levels of the
center and preparing reports
Handling the most complex customer complaints or enquiries
Follow up on all the activities sent by him / her-self and share team
Provide action plan to agents on basis of call findings
Maintaining up-to-date of the industry developments
Should be an Angolian
Fluency in English
Advanced computer skills
At least two years of experience of managing a contact center handling the
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