Call Center Manager at Engie | March 2024

Job Purpose 

• Accountable for the management of the Call Center’s daily operation, implementation of customer experience strategies, and quality standards that enforce the provision of exceptional customer experience to every customer who contacts or gets contacted through our Call Center unit.
• Drives the implementation of the vision of EEA to the teams under the Call Center, through measurable KPIs and verifiable data and reports.
• Promotes team training, coaching, and resource planning to enhance knowledge and positive productivity.   

Responsibilities

• Driving the management of the call center operations activities enables the achievement of the EEA mission and vision, through the implementation of the Call Center operations strategies.
• Hire, onboard, train, and coach call center personnel. Ensure they can address customer service issues.
• Manages Call Center performance, productivity, and utilization rate of the call center representatives to ensure timely and quality solutions are provided to the customers, for team and individual.
• Manage Call Center Team Leads and supervision of team meetings.
• Project budgetary expenses, determine future costs and ensure budget adherence – manage call center operations under a set budget.
• Develop, monitor, and analyze Call Center goals versus implementation plans by conducting data-based reporting for decision-making on a monthly, quarterly, and annual basis or need-by-need basis.
• Ensure that all Customer Service Representatives (CSRs) provide an excellent experience to all customers, with each interaction.
• Coordinate, drive, and measure results in forecasting, capacity planning, scheduling, real-time resource management and reporting, and preparation of work schedules.
• Work with management to identify Key Performance Indicators, analyze output data and implement changes in the Call Centre to optimize resources and deliver an exceptional Customer Experience.
• Closely monitor and adjust resources to optimize the balance between compliant service levels, low call abandonment, and high utilization, while keeping the Customer Experience in mind.
• Oversee Quality Assurance throughout the Call Center by ensuring consistent message and training (including monitoring calls).
• Analyze and interpret Call Center data to determine staffing needs. Create schedules to ensure service levels and customer experience goals are met.
• Coordinate departmental schedules with Team Leaders and managers; including training, team meetings, vacation, overtime, etc. to maximize service levels.
• Proactively make strategic routing decisions to improve efficiency, effectiveness, and overall Customer Experience
• Monitor skills/queues in real-time to ensure resources are being utilized to provide optimal service levels for customers.
• Identify and communicate areas for continual improvement of service levels and staffing models for the call center.
• Developing, aligning, and implementing operational management (e.g roles, policies, and processes) in the department, in alignment with the department’s operational strategy
• Workforce management- Implement, workforce tools that are suitable and effective in achieving correct and optimal staffing levels at all times.
• Workflow processes- develop and implement SOPs that ensure a conducive work environment and enhance the effective utilization of all call center teams.
• Provide performance reports daily, weekly, and monthly establishing priorities, identifying continuous improvement areas, and making suitable recommendations.
• Proactive operations management that fosters a conducive work environment that aims to reduce risks associated with call center operations.
• Develop a quality assessment program that ensures audits are done consistently, identifies needs, and recommends coaching or training as needed.
• Drive Call Center growth as a revenue-generating unit to support business productivity and drive positive EBITDA.
• Subordinates’ effectiveness:
  • Regular review of the department KPIs, performance assessment vs KPIs along with related internal and external reporting
  • Ensure staff understands the context of their roles in relation to EEA’s strategy.
  • Ensure staff in your department when performing their duties exhibit proper/acceptable behaviour.
  • Ensure performance consequences are taken by the line managers in your department i.e. recognize best performers and manage poor performers from time to time through both, formal and informal feedback.
  • Assess and monitor the training and development needs of the staff in the department.
  • Ensure staff have the resources they require to perform their work
• Undertake any other duties as assigned by Line management from time to time.

At EEA, we have high expectations for our team leaders/managers. Each team leader/manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our team leaders/managers help EEA realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports. 

We believe that great Team Leader:

• Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decisions that contribute to the successful delivery of results.
• Act with integrity: As an ethical leader, you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
• Inspire and mentor the team: As an inspirational leader, you walk the talk. You empower and coach your team with trust and humility.
• Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
• Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Knowledge and skills 

• Good understanding of Customer service and journey.
• Previous experience in a business dealing with customer service is a plus.
• Experience in customer relationship management and people management skills.
• Proven ability to analyze larger sets of data and strong attention to detail.
• Team player.
• Business acumen and commercial awareness.
• Excellent organization, communication, and interpersonal skills.
• Self-starter with a passion for Engie Energy Access and its mission.

Qualifications:

• Bachelor’s degree in Business Administration, Banking or Finance, Community Development, Economics Development/Social Sciences, or any other related field
• 3 years experience as a Call Center Manager or in Call Center leadership roles.
• Computer literacy, particularly good working knowledge of Microsoft Excel.
• Experience using data analysis tools. 

Language(s): 

• Fluency in Swahili and English languages.  

ENGIE is an equal-opportunity employer, promoting diversity, and is committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements, and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement, or citizenship. Our differences are our strengths!