Job Summary

• The successful candidate will join as the Head for Contact Center, Quality Assurance and Experience in the Customer Experience Department.
• (S)He will report to the Customer Experience Director and will be responsible for maintaining high-quality customer service, ensure process compliance across all touch points of the business including KYC and social media.
• The Head for Contact Center, Quality Assurance and Experience will also be in charge of enhancing experience on company’s products and services based on proactive testing, improving CEX via T-NPS or CEX program, reducing customer pain points including driving self-service and delivery of excellent customer experience at the contact center.

Key Responsibilities

• Work closely with Customer Experience Director to drive quality of service delivery, process compliance across all touchpoints and provide a seamless experience across digital channels, manage Mobile Number Portability as well as run an effective HVC engagement program using T-NPS, CES and other indicators as the barometers.

Contact Center, Retail and Social Media Channels

• Listening and evaluating calls
• Mystery shopping of retail shops including franchise shops
• Monitor and evaluate customer interactions.
• Monthly business review with BPO Partner on performance and ensure conformity with set targets and customer experience.
• Call Center operations management including ensuring all service and operations KPIs are met for level 1 inbound.
• Ensure operational efficiency and enhance customer experience through self-service tools such as encouraging customers who call agents to adopt IVR and other digital channels and use the dynamic IVR efficiently.
• Improve operational efficiency via KPIs such as average call duration, calls per agent within experience standards.
• Create framework to ensure accurate forecasting of call volumes.

Training

• Training of leadership across channels on identified gaps and processes.
• Ensure certification of executives at the various touchpoints
• Periodic refresher trainings for all employees across the various channels
• Conducting train, the trainer activities for all partner trainers.

Compliance

• Ensure all customer experience processes are aligned to company requirements.
• Develop and oversee control systems at the various touchpoints to prevent breach of company policies.
• Revise procedures, reports etc. periodically to identify hidden risks or non-conformity issues at the various touchpoints.
• Periodic audit of processes and policies at the various touchpoints and put in place mitigation plans to prevent breach of process where applicable.

Quality Assurance and Processes

• Develop evaluation programs to analyze performance at the various touchpoints.
• Ensure continuous process re-engineering and implementation of process improvement plan.
• Independently monitor and audit all established CEX processes.

Product Testing

• Ensure pre and post launch testing of products and services.
• Ensure daily testing of products and services making recommendations to stakeholders to enhance customer experience.
• Responsible for designing, recording, implementing and monitoring switch announcements.

People

• Responsible for team engagement

Service Recovery and KYC Management

• Retailer education on best KYC practises and work with Sales to sanction retailers who are non- compliant.
• Effective strategies for clean KYC to eliminate revenue at risk to business.
• Periodic review of KYC records as to completeness, including verifying that due diligence has been performed.
• Responsible for supporting and closing swap requests from the mini express shops.
• Make recommendations to stakeholders based on findings to improve the Service Recovery process.
• Audit Service Recovery process periodically and close identified gaps.

Self-Service and Automation

• Actively work on promotion and adoption of self-care channels, including digital (mobile app, portal), USSD, dynamic IVR etc.
• Manage and run T-NPS and CES programs across all touchpoints.
• Effectively engage with detractors, provide analysis and escalate feedback to respective functions, with a view to reduce customer pain points.
• Function as a barometer for all customer pain points including complaints and T-NPS detractors, CES, provide RCA, and lead cross functional actions to provide remedial actions.
• Responsible for customer experience KPIs across digital channels.
• Channel traffic on enquiries and requests through contact center and shops to digital and self-care channels.
• Responsible for implementing Omni-Channel solutions.
• Manage social media care with established SLAs and enhance promoters and influencers through effective engagement on social and digital channels.
• Manage outbound to conduct T-NPS, CES and other consumer insight projects.

Mobile Number Portability

• Adherence to MNP KPIs set by the regulator and be the point of contact between AT and competitor CX MNP teams.

Qualification Required & Experience

• Bachelor’s degree in a business-related field
• MBA from a recognized institution is an advantage.
• 5- 7 years of experience in customer experience driven environment including contact center operations and 2-4 years in a similar role.

CORE COMPETENCIES

• Good interpersonal, communication and organizational skills.
• Strong working knowledge in contact center operations, platforms and solutions.
• Partner Management
• Good knowledge in compliance processes
• Good problem-solving skills
• Good knowledge in KYC processes and procedures
• Solid knowledge of CEX including T-NPS and CES
• Team Player with leadership competencies
• An analytical mind able to appreciate the complexities of procedures and policies.
• Excellent knowledge in customer complaint management /process
• Excellent communication, presentation and interpersonal skills
• Demonstrated experience and success in managing a contact center.

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@at.com.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 22 August, 2023

Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.