Care Effectiveness Senior Specialist at MultiChoice

Key Performance Objectives

Tasks

Care Strategy Implementation

• Provide recommendations and input to the Care Strategy based on assessment of country landscape and operational model and capability.
• Define roadmap in conjunction with in-country teams to implement Care Strategy.
• Socialize the strategy at a country and regional level with all the relevant stakeholders to ensure appropriate level of focus and execution.
• Track performance improvement against action plans.
• Build and maintain relationships with all internal stakeholders such as (but not limited to) Account managers, Call Centre, CVM and Marketing teams, HR and Training department, Corporate and Internal Affairs, CII, Business Systems, Governance

Operational Excellence

• Identify common strengths and weaknesses within the Care Centres and recommend initiatives to address performance gaps.
• Work with the countries to identify common call drivers and assist countries to remove these call drivers and reduce overall inbound interactions.
• Facilitate fixing of top call drivers of any specific issue that prevents countries from meeting target.
• Track performance improvement against action plans.
• Provide clear indicators of impact of certain events on contact centres – such as system issues, environmental issues, and ensure the impact is quantified in terms of Cost to Serve or Loss of Revenue.
• Support automation of reporting and creation of dashboard solutions through CII, PowerBI, etc. and provide the business with analytical visibility that enables and empowers Markets and the business to make decisions and take decisive action.
• Socialise automated dashboards and other reports to markets, upon ensure data accuracy and governance and rhythmically distribute any reports with insights and recommendations.
• Build, implement and monitor treatment plan that are common performance problems across our markets. Prioritise the interventions that improve performance the most. These interventions must focus on the root cause to establish the most effective long-term solution, rather than a “quick fix” remedy.
• Support the in-country teams to implement action plans to improve performance of the call centres in line with the Africa CX& Care improvement strategy

Performance Monitoring and Reporting

• Contribute to the creation of year-end targets for KPIs at Group, GM, and for all levels of staff.
• Support the preparation of a holistic Africa Care KPI Performance Report by collecting, analysing, and summarizing data and trends monthly for Corporate and in-country leadership.
• Support the preparation of a monthly/quarterly/annual Care performance report by collecting, analysing, and summarizing data and trends highlighting how each country/region is tracking against targets.
• Monitor performance dashboards and other reports, thereafter initiate KPI and process improvement initiatives to assist achievement of targets.

Customer Care Governance

• Document Policies and processes and guidelines for core backend systems, e.g. CRM, data capture, Wrap-up codes.
• Document and implement escalation processes between Digital Hub and Country, or between Country and Corporate.
• Document and Implement Business Continuity framework and guidelines.
• Establish governance rhythm that includes weekly country meetings and reviews, monthly in-country Ops Reviews, monthly Regional Director reviews.
• Establish and enforce business process compliance and initiation of SOPs from end-to-end, as well as build and maintain a knowledge repository that includes assurance that all is uploaded into TUMI KMS, distributed to key stakeholders, and stored on the shared drive.
• Attend any meeting related to area of responsibility (such as but not limited to, project meetings, checkpoint meetings, incident discussions, SLA/OLA meetings).
• Identify process improvement opportunities and initiate and drive projects and plans that will address those improvement areas.
• Represent RoA CX& Care division in project meetings with input from and feedback to in-country and corporate operations.
• Ensure actions derived from the meetings are tracked and feedback provided timeously.
• Define and document performance standards and expectations in conjunction with the countries, identifying key roll-out plans to the countries, in a formal standardized manner.
• Provide material that can be customized by country to ensure these standards are clearly communicated and understood in country.
• Implement sound knowledge management repository to support the countries.
• Coordinate completion of call centre financial objectives by estimating requirements; assisting workforce management team with preparing in-country teams for annual budget reviews; analysing requirements; initiating relevant actions.

Qualifications Essential:

• BCom Degree or equivalent qualification.
• Extensive Contact Centre Management knowledge and experience required with a proven track record in the formulation and implementation of Contact Centre best practice strategies and plans

Experience:

• Minimum of 5 years’ experience in a large Contact centre and supporting back-office areas
• Experience with working with African markets would be an advantage
• MCA Product / Service knowledge an advantage
• Excellent understanding of Customer Experience principles and how it relates to the areas of responsibility.
• Excellent Understanding and proven track record of use of Project management principles.
• Contact centre measures and tracking.