POSITION : Contact Centre Manager
REPORTS TO : Deputy Director of CX & Direct Channel
DEPARTMENT : Customer Experience & Direct Channel

PURPOSE OF THE JOB

Responsible for implementing and driving the operations for all the Customer remote Initiated touch-points which include:

• The Physical Touch point at showrooms (Urban and rural)
• The Remote Touch point comprising of the Contact Centers (for both Customers and Channel Partners)
• The Virtual touch points comprising Self-service which will cover the IVR, mobile based self-service, web based self-service and Kiosk based self-service ( for both Customers and Channel Partners)

THE WAY WE WORK

Open-minded, passionate and the way you work energizes others. Committed to the timely delivery of tasks. Lead by example and promote the “bottom-up” approach to work that has made Orange a leader in every market in which we operate.

KEY ACCOUNTABILITIES

• Implement standardized Contact Centre Group Strategies within OLIB
• Effectively execute the segmentation wrap and operationalize the same through the CX verticals and other cross functional teams
• Ensure extremely high Customer satisfaction; 85% CSAT, Less Than 5% DSAT and NPS
• Provide initial support for customer inquiries received via mail, remedy, walk-in SLA
• Create a service differentiator through extremely effective service recovery and quality of resolution
• Ensure delivery of the basic hygiene for all the Contact Centers
• Deliver a superior touch-point Experience at an affordable cost
• Drive programs/strategies to reduce call volumes
• Drive the Prevention and service recovery agenda through other Functions and within CS
• Will be the Key Interface with Strategic Partners on service quality and Governance
• Identify process faults and improve on identified faults to ensure Faster and immediate resolution
• Drive process improvement initiatives that will ensure continuous improvement and high standard of quality service by conducting the following
• Customer Satisfaction Audit scores
• Customer Satisfaction Index Improvement
• Deliver plus 1 customer experience in all customer facing channels in Orange Liberia and work on customer retention activities
• Work with IT and other critical stakeholders to ensure scalability of Operations
• Operationalize the segmented service framework at the Call centre
• Create a VIP framework for first time right product launch
• Ensure partner satisfaction
• Detailed daily, weekly and monthly reporting
• Monthly reporting internal and Group
• Continuously develop and improve team members’ capabilities

Minimum Requirements

Education:

• University degree

Experience:

• At least 6 years of customer service experience in high end and low end markets
• Advance knowledge in Excel, power-point presentation

JOB SPECIFIC COMPETENCIES

• Problem-solving and conflict resolution skills
• Customer Relationship Management Techniques
• Innovative and creative approach to problem solving, planning and implementation. Ability to independently manage multiple projects and priorities.
• Work effectively in a team environment with all levels of organization.
• Ability to create, foster and grow business relationships with management and team members.
• Willingness to relocate to other locations or Business

To apply:

Please submit via email your letter of application along with your recent curriculum vitae as well as copies of your academic credentials to hr.olr@orange.com

Deadline for receipt of applications: April 22, 2022 at 5:30 p.m.

Please note the following:

• Only short-listed candidates will be contacted

• Female applicants are highly encouraged to apply.