Deputy General Manager
3 days ago
The Role:
**DUTIES AND RESPONSIBILITIES**
**TASK/ACCOUNTABILITY**
â?¢ Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and
cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical
specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to
organizational strategic plans and reviews.
â?¢ Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user
interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
â?¢ Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing
and completing action plans; completing system audits and analyses; managing system and process improvement and quality
assurance programs; installing upgrades.
â?¢ Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and
disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and
reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
â?¢ Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing
variances; initiating corrective actions.
â?¢ Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
â?¢ Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs;
evaluating and implementing upgrades.
â?¢ Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending
educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art
practices; participating in professional societies.
â?¢ Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to
add value to job accomplishments.
â?¢ Ensure employees have a clear understanding of ISONâ??S business goals, performance expectations
â?¢ Promotes safe and effective working environment
â?¢ Provides leadership
â?¢ Provide continuous feedback in the areas of recognition, corrective action and succession planning
â?¢ Building team cohesiveness through staff meeting, team goal setting and brainstorming.
â?¢ Creates and implements incentives to inspire the achievement of set goals.
â?¢ Administers ISONâ??s policies and procedures consistence with sound judgment and an element of fairness
Skills and Experience:
**Client Customer focus.**
â?¢ Solid work experience with customer service, support (as relevant)
â?¢ Proactively works with customer to establish rapport.
â?¢ Demonstrates knowledge and understanding of products and services available to the customer.
**Working with Others.**
â?¢ Supports colleagues by helping on customer contact within area of expertise
â?¢ Is punctual at all times, recognizing the importance of this to colleagues the smooth running of the team.
â?¢ Passes on useful information to team.
**Developing Others**
â?¢ Encourages and helps other to improve performance in line with business goals
â?¢ Gives on the job coaching and developmental support
**Confidence Communication.**
â?¢ Communicates effectively and comfortably in writing and verbally with internal and external customers.
â?¢ Adapts communication style to the customer
â?¢ Presents a professional, friendly and caring image to the customer
**Performance focus.**
â?¢ Consistent in delivering customer standards and service level despite repetition of task.
â?¢ Tracks results and achievements against plan.
â?¢ Maintains quality customer handling of calls despite difficult nature.
**Leading Others.**
â?¢ Excellent time management and organizational skills
â?¢ Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible.
â?¢ Takes action to make individuals and a team more effective.
**Solving Problems.**
â?¢ Ability and aptitude to recognize potential problems, unfavorable trend, and areas of weakness before they materially impact the
operations and /or creates an unfavorable impression on the client.
â?¢ Evaluates alternative solutions to problems.
**Change Focus.**
â?¢ Responds positively to changing requirements or team changes.
â?¢ Accepts and adapts to the changing environment.Â
**QUALIFICATION**
Post Graduate Diploma / Honours degree in Management or equivalent.Â
**EXPERIENCE**
â?¢ 5-10 years Operations ,customer services Leadership/management experience, in
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