Coordinator Services & Channels CX Improvement

Coordinator Services & Channels CX Improvement
Coordinator Services & Channels CX Improvement

7 Outubro, 2019


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Role purpose:

Role purpose:

To coordinate the activities of the area and guarantee that the Customer experience is improved into excellency in all our channels be it traditional or digital.
Key accountabilities and decision ownership:

  • Selects, analyses, and evaluates services to ensure the efficient operation of the channel;
  •  Setting targets and monitoring KPIs;
  •  Resolving escalated quality issues through investigations, root cause analysis and audits;
  • To ensure that Coaches and Trainers follow the appropriate assessment guidance for the qualifications being delivered – tested through verification and observation;
  • Develops, implements, and maintains quality assurance activities;
  • Works on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends;
  • Compile reports defining the overall performance and customer satisfaction levels;
  • Coordinates the operation of the organization’s total quality management program;
  • Identifies the interface of key activities within and between the functions of the organization;
  •  Maintain proficiency in service level requirements for all channels;
  • Facilitate calibration sessions to ensure expectations are being met and calibration is in alignment;
  • Participate in the development and/or delivery of recurring training for all appropriate channels;
  • Adhere to and support Quality Assurance Policies and Procedures.

Key performance indicators: 

  • 85% of service quality;
  • NPS Customer service attributes leading and with a 5point difference;
  • 15% of call volumes reduction (YoY)

Core competencies, knowledge and experience:

  • Thorough understanding of Call Centre operations
  • Interpersonal and active listening skills to achieve customer satisfaction and departmental communication standards;
  • Previous people management experience;
  • Familiar with problem solving and root cause analysis;
  • Ability to work independently;
  • Motivated, goal oriented, persistent and a skilled negotiator;
  • High level of initiative and works well in a team environment;
  • Excellent organizational, time management and prioritization skills;
  • Must be able to interact effectively with all internal departments and representatives.

Must have technical / professional qualifications:

  • College degree preferred or equivalent work experience required;
  • Strong computer knowledge and excellent typing skills;
  • Strong influential communication skills in Portuguese & English (written & spoken); and
  • Strong presentation skills.

Location:  Edificio Vodacom Rua dos Desportistas, Numero 649  Maputo 

Job Type: Full-time

Employment Type : Permanent.


Closing Date: 10-Oct-19, 11:59:00 PM


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