Contact Centre Manager

Lead the AutoXpress Contact Centre with Excellence

AutoXpress is seeking an experienced and motivated Contact Centre Manager to oversee the operations of its omnichannel customer service hub. This is your opportunity to shape customer experiences, drive performance, and lead a dynamic team at one of East Africa’s leading automotive solutions providers.

Key Responsibilities of a Contact Centre Manager at AutoXpress

1. Operational Excellence in Contact Centre Management

• – Manage day-to-day operations to ensure KPIs such as customer satisfaction, call handling time, and service level agreements (SLAs) are consistently met.
• – Plan and organize staffing schedules to optimize resource allocation and handle high interaction volumes efficiently.

2. Customer Satisfaction and Engagement Strategies

• – Develop and implement innovative strategies to enhance customer satisfaction and ensure prompt resolution of escalations.
• – Foster a customer-centric culture within the team to deliver exceptional service experiences.

3. Performance Monitoring and Data-Driven Insights

• – Track and analyze KPIs like call volumes, response times, and quality scores to monitor team performance.
• – Prepare comprehensive performance reports and use insights to drive continuous improvement and inform strategic decisions.

4. Team Leadership and Employee Development

• – Lead, mentor, and motivate a team of supervisors and agents to ensure high morale and productivity.
• – Design and implement training programs to enhance the team’s customer service and sales skills.
• – Conduct performance reviews and address any performance-related challenges effectively.

5. Technology and Process Optimization in a Contact Centre

• – Oversee the efficient use of contact centre technology, including CRM systems, SaaS software, and call management tools.
• – Identify and implement process improvements to boost operational efficiency and service quality.

6. Compliance and Quality Assurance Standards

• – Ensure adherence to AutoXpress policies, GDPR regulations, and industry compliance standards.
• – Conduct regular quality audits to maintain superior service levels.

Qualifications for the Role of Contact Centre Manager

Educational Background and Experience

• – A Bachelor’s degree in Business, Communication, Management, or a related field.
• – Proven experience managing a contact centre with an omnichannel setup and a team of 20+ individuals.

Skills and Expertise

• – Exceptional customer service and sales skills.
• – Proficiency in contact centre software, CRM systems, and data analysis tools.
• – Strong leadership, communication, and interpersonal abilities.
• – Knowledge of GDPR compliance and customer service industry standards.
• – Budget management experience and an analytical approach to problem-solving.

Why Join AutoXpress as a Contact Centre Manager?

AutoXpress is at the forefront of the automotive industry in East Africa, offering innovative solutions to its customers. You will:

• – Drive operational success in a fast-paced, dynamic environment.
• – Be part of a company that values innovation, teamwork, and customer satisfaction.
• – Enjoy a supportive workplace culture focused on professional growth and development.

How to Apply

Are you ready to lead and inspire a dynamic team while delivering exceptional customer experiences? Apply today to join AutoXpress as a Contact Centre Manager and take the next step in your career.