Customer Experience Champion

Purpose for the Job

• To review all inbound and outbound calls from the Call Centre with the aim of picking out relevant issues raised through the call centre, providing resolution mechanisms, identifying call trends, reviewing call data, and sharing management reports on the same.

Duties and Responsiblities

• Monitoring and evaluating call centre agent performance and proposing corrective action where necessary.
• Answering agent questions regarding best practice or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analysing data to assist management determine call centre performance.
• Working with Call Centre supervisors and management team members to support agents and maximize customer satisfaction.
• Listening in to Agent calls and making recommendations on areas of improvement.
• Making outbound calls to members on any disputed cases and reasons for this.
• Any other duty as may be assigned by the supervisor.

Key Competencies

• Experience in manning a contact centre.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Strong understanding of company products, policies, and services.

Knowledge And Skills Required

• Proficiency with technology, especially computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Excellent problem solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.

Professional and Academic Qualifications

• Degree in related field
• 5 years Call centre experience with 2 in a supervisory role
• Diploma or Degree in Clinical Medicine or Nursing will be an added advantage