Purpose

To coordinate, plan & deliver day-to-day team tasks & activities in order to execute call centre transactions accurately & timeously in support of org. policy compliance through the execution of predefined objectives as per agreed SOPs

Minimum Experience

• 2 – 3 years experience in a similar environment

Minimum Qualifications

• Higher Diplomas [Level TBA: Pre-2009 was L6] in Generic Management

Additional Minimum Qualifications

Outputs

Process

• Ensure quality of own work, minimise mistakes, coordinate and implement team process improvements and continuously improve on quality and standards.
• Keep accurate and up to date records of information relating to own work area in line with standard operating procedures and performance criteria.
• Coordinate team’s administrative support task execution and provide input to meet required response time, quality & service delivery standards.
• Plan periodically to coordinate, process and monitor team tasks and activities effectively and efficiently to align performance objectives.
• Accountable for the quality execution of own and teams’ work, within defined operating procedures, standards and work routines.
• Plan for the execution of own and other’s tasks against a set framework.
• Proactively identify team-based work problems, determine root-cause and apply solutions in line with established guidelines, escalating more complex problems, providing the necessary information to solve problems.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Ensure customer satisfaction with regard to the quality of information and support provided by a team under supervision.
• Ensure the professional execution of call centre tasks and activities, ensuring an excellent and accurate client service, enhancing org reputation.
• Contribute to a culture of service delivery excellence, which builds positive relationships and provides an opportunity for feedback and exceptional delivery within the team aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Ensure own and team adherence to specified standards, policies and procedures to prevent potential financial losses/wastage.

Learning and Growth

• Integrate new knowledge attained through formal and informal learning opportunities and apply in the execution of own role.
• Continuously assess team performance, provide timely and clear feedback on contracted outputs and provide training where appropriate.
• Effectively schedule and utilise the available human resources allocated to work area to perform specified tasks.

Governance

• Ensure own and team compliance with applicable risk, governance and compliance processes and procedures. Escalates identified risks.

Competencies

Liberty Values

 

Technical Competencies

• Customer Understanding (Basic)
• Service Delivery (Basic)
• Handling Difficult Calls (Intermediate)
• Contact Centre Professional Development (Basic)
• Risk Awareness (Basic)
• Customer Advice (Technical) (Basic)
• Customer Relationship Management (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• Interpersonal Effectiveness (Basic)
• Problem Solving and Analysis (Basic)
• Teamwork and Cooperation (Basic)
• Customer service orientation (Basic)
• Team coordination (Intermediate)
• Communicating with Impact (Basic)