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Contact Experience Lead - Lusaka - Lusaka, Zambia

  • Harare, Zimbabwe

Job Details

Job ID: #12481
Job Location Lusaka, Zambia
Company Type Telcommunications
Job Role Contact Experience Lead - Lusaka
Joining Date ASAP
Employment Type Full Time
Monthly Salary Salary Negotiable Depending on Candidate

Preferred Candidate

Career Level Senior Management
Years of Experience 5
Residence Location Lusaka, Zambia
Gender Not Specified
Nationality Zambian National

Job Description

  • Job Status: Closed

Our client is looking for a Contact Experience Lead to join their team in Lusaka.

Duties and Responsibilities include but are not subject to:
Management of Call Traffic, congestion free call center access via coordination with Technical Teams
Manage Outsourced Call Centers on Traffic Flow and Impact analysis shift management at partner location
Develop Call Process Failures Identification indices
Create a tracking and monitoring process for SLAs and Budgetary adherence
Non Performance Voice
Create an effective service recovery framework and quality of resolution
Operationalise a segmented service recovery framework across segments
Effecting Service Recovery pack after a Customer impacting outage as per pre-approved Packs
Adhere to all regulatory norms, and prevent exposure, Penalties or backlash from regulator
Complaint Reduction
Deploy a robust complaint management structure and close looping; Increase on call resolution and reduce the number of referrals to the back office
Implement framework to track performance on complaint management
Drive a culture of prevention is better than cure

Key Skills
Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
Excellent knowledge of Customer Experience
Ability to work under high stress with short term targets/objectives and manage multiple projects simultaneously
IT literacy is a must to operate in a minimum supervision
Self-motivated, enthusiastic, energetic
Confident, assertive and Attention to detail
Approachable, Customer focused and Good communication skills
Good People, Motivation and Leadership skills

  • Job Role: Contact Experience Lead - Lusaka
  • Industry: Sales / Marketing / PR / Advertising
  • Salary: Salary Negotiable Depending on Candidate

Required Skills

5 Years of Experience
University Degree in Business/Sales/Marketing or an Equivalent Qualification
5 years in Customer Experience and additional 2-5 years’ leadership experience

Additional Requirements

Customer Service

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