Customer Service Development Manager

Training & Development Function :
- Conduct skills verification (tests) to ensure that relevant CS skills and competencies are current and effectively trained.
- Plan, design and develop training programs and materials (including Train-the-Trainer Training for CS Managers/Supervisors) or source external training to support outstanding Customer Service standards.
- Ensure post-implementation review of processes and analysis of data is carried out to gauge – where applicable and feasible – the effectiveness of implemented programs.
- Develop appropriate performance metrics for the evaluation of customer contact skills and competencies, which will facilitate the identification of CS-related training needs gaps.
- Develop, maintain and update a comprehensive and effective internal training programme aligned to the CS department’s and company’s training objectives
- Lead and provide clear objectives for the CS analyst in assigned tasks to facilitate the achievement of CSD departmental goals
- Evaluate external training consultants on appropriate training for CS staff
- Perform scheduled call monitoring and service audits to (via various contact media in the Customer Contact Centre) that CS personnel are continually working towards delighting customers through consistent and excellent service standards.
- Coordinate and roll-out a specified number of CS Call Center Training for new recruits yearly

Strategic Planning for Customer Service Development and Budget Compliance :
- Prepare the CS Training and Development Plan per AOP requirements and ensure the training and development needs of CS personnel reflect business imperatives.
- Ensure that budgeted training man-days are met in accordance with overall organisation plan and schedule
- Identify benchmarking exercises against competitor / cross-industry / network customer contact centres for CS Analyst to carry out such exercises to surface best demonstrated practices and explore the viability of implementing these with a cost-benefit analysis and a business case justification.
- Implementation of corrective and preventive actions to pre-empt recurrence in line with the focus on achievement of service excellence to customers.

Information Management :
- Guide on the construction of a database on employee training for the CS department and ensure that training records are maintained and updated promptly with a monthly summary report submitted to the CS Manager.
- Ensure that CS Analyst maintain and update documented work procedures and instructions to reflect the latest and accurate information and that current practice reflect specified procedures.

People Management :
- Develop a high performance service culture within the customer service department.
- Plan, organise and direct an efficient and effective team of customer service professionals
- Develop KPIs with team members and monitor individual performance.
- Conduct performance appraisal.
- Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets.
- Identify training needs and opportunities to develop a highly skilled customer service department.

- 3 years experience in a related capacity or a development role within Customer Service or a Customer Service related function
- 1 year experience in a management capacity
- Software/ technical skills (Word, Excel, PowerPoint, SQL, etc.) (excellent)
- Software skills (Customer Contact Centre systems, Workforce Management Systems, Quality Monitoring Systems, etc.) (good working knowledge)
- Analytical, organisational and motivational skills (excellent)
- Experience in development of training materials and delivery of training
- Experience in contact centre operations and environment, with emphasis on revenue generation activities
- Presentation skills (excellent)
- Facilitation and training skills (excellent)
- Customer-facing and interaction skills (excellent)
- Communication skills, spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- Leadership skills (excellent)
- Project Management skills (excellent)
- People Management skills (excellent)

- Functional incentive
- Health insurance package
- Competitive salary

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