Customer Service Manager, Bilingual, Togo

What you would be expected to do:

• Manage Call Center Operations of while driving focus to enhancing a customer centric culture across the business
• Manage and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results, and flexibility to meet/exceed customer expectations. 
• Work with the workforce team to ensure we have the right capacity and skills mapping within the call center organizational structure to deliver best in class service to all customers across all service business lines and products.
• Drive revenue impact campaigns within the call center to achieve maximum conversion rates as well as quality customer onboarding
• Ensuring all clients are served within required timelines by developing and reviewing existing processes and policies to cater for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to customer facing teams.
• Proactively developing and implementing systems and projects that helps ease customer effort in accessing products and services offered through monitoring, tracking, and reporting on the viability of work resources, working systems and on remote functions.
• Timely bill and Vendor management of Call Center Operational costs while driving initiatives that drive cost optimization and reduction. Working with Telcos and IT  in provision of services required for seamless uptime operations
• Continuous review of outgoing customer communications for approval before sending out
• Customer onboarding- Managing the client onboarding team towards continued success in customer satisfaction and customer experience whilst ensuring process compliance
• Provide insights from customer trends and performance data to make informed judgements about operational and procedural changes
• Drive people management initiatives with focus on process compliance and performance management in line with call center and company policies
• Strategically drive team engagement to drive inclusion and ensure productivity with 100% through periodic feedback loop
• Work with key stakeholders to ensure 100% internal and external customer satisfaction and ensure that we boost the Organization’s NPS, CSAT and CES scores
• Partner strategically with Senior Management functions across the company functions to define and implement successful programs and ensure growth within the call center
• Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.

You might be a strong candidate if you:

• Have 3 years plus experience in managing operational customer service teams at a managerial role.
• Have a degree from a reputable institution
• Have experience in a contact center set up is required
• Are proficient in spoken and written English and French.
• Are a team player, patient and people centric as you will be dealing with a highly skilled and conversant team.
• Have research abilities, and able to translate customer feedback into data, and customer ideas into product recommendations.
• Are experienced in using data analytics tools such as PowerBI, Looker or Tableau
• Demonstrate the ability to motivate and communicate with others at all levels.
• Influential relationships skills and able to use these relationships to deliver service improvements.
• Have good customer centric behavior with devotion to high-quality customer service with an outgoing, positive attitude.
• Have strong organizational skills to ensure you’re on top of every follow up and nothing falls through the cracks.
• Ability to coach and mentor culturally diverse skilled teams.
• Good with staff engagement and team motivation concepts that can boost staff morale.
• Are proficient in MS Office