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Anúncio de emprego: Coordinator Services & Channels CX Improvement Tempo Inteiro:

Descrição do emprego:

Coordination

Coordinator Services & Channels CX Improvement Full-TimeNEW

 

Vodacom

function purpose:

To coordinate the activities of the area and guarantee that the Customer practice is improved into excellency in all our channels be Information technology 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 knowledge 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 practice:


   » Thorough knowledge of Call Centre operations;
   » Interpersonal and active listening expertise to achieve customer satisfaction and departmental communication standards;
   » Previous people management practice;
   » Familiar with problem solving and root cause analysis;
   » capability 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 expertise;
   » Must be able to interact effectively with all internal departments and representatives.

Must have technical / professional Appropriate qualifications:


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

RECOMENDADO PARA SI

Anúncios em Português

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   » Vagas de emprego do dia 10 de Julho de 2019
   » Estagiário de Pesquisa
   » Oficial de Monitorização, Avaliação, Responsabilização, Aprendizagem e Relatórios
   » HR Business Partner

Job Overview

   »Date Published: Posted 54 mins ago
   »Expiration date: July 16, 2019
   »Job location: Maputo
   »listing title: Coordinator Services & Channels CX Improvement
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Competências:

Categoria de emprego: Outra [ Ver todos os empregos de Outra ]
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Localização do emprego: Outra
Tipo de empresa Empregador
Data de publicação: 2019201920192019/0707/1111 / Viewed 10 times
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