Botswana Power Corporation Jobs: Contact Centre Team Leader (x4)

Contact Centre Team Leader (x4)

Reference: 0000

Closing Date: 3/29/2019

Location: Gaborone

Business Unit: CSS

Job Purpose

​​To plan and coordinate the day-to-day activities of the BPC National Contact Center in order to provide superior customer service to all BPC customers. 

Principal Accountabilities/Responsibilities

KEY PERFORMANCE AREA	DUTIES
Operational Management	Supervises others to deliver prescribed operational outcomes while working within established systems. Enhance operational efficiency through timely review of Contact Center processes, procedures and operating objectives Improve adherence to set customer service standards by Contact Center Agents Improve contact  center department performance through monitoring and review of the available call management systems Inculcate a high level of product and service knowledge amongst team members
Client & Customer Management (External)	Carries out prescribed client management activities and provides support to others by following existing procedures Maximize customer satisfaction through resolution of customer complaints, queries and provide feedback to customers in accordance with Customer Service Standards
Data Management	Delivers prescribed outcomes by working as directed within established data management systems and procedures Maximize utilization of contact center technologies
External Communication	Supports others so they can use and benefit from the existing external communications systems.
Data Collection & Analysis	Prepares and analyses daily and monthly statistical reports on performance data against the set performance measures for decision making by management Undertake customer satisfaction surveys to assess the level of customer satisfaction Update internal stakeholders on customer satisfaction trends and threats
Solution Analysis	Navigates a wide variety of existing processes, procedures and precedents to interpret data and identify possible answers
People Management	Improves personal performance and coaches others when required using performance management systems and protocols Manages the motivation and discipline of staff in area of responsibility in line with laid down procedures to realize the Corporation's objectives Manages the performance of the team by working within a performance management system Proposes and implements staff development plans for the area of responsibility to ensure competent, efficient and motivated staff
Safety, Health and Environment	Ensures that all safety and loss control standards (Safety Health and Environmental) contained in the Corporation's standards are adhered to.

Qualifications

​At least a Bachelor’s Degree in Contact Center Management/ Marketing/ Business Administration or related qualification from a recognized University. 

Experience

At least three (3) years post qualification experience in a Customer Service or Contact Center environment.

Twelve (12) months supervisory experience is a requisite.

Competencies

​

BEHAVIORAL SKILL	DESCRIPTION
Earning Trust	Acts consistently in a trustworthy manner. Earning trust includes, when necessary, taking personal or career risks to act in a way that is consistent with one's own values. It generally produces a reputation for ethics, integrity and credibility. Specifically, acts on values; for example, acting on values when it is difficult to do so (e.g., recalling a product when it would be possible to avoid doing so).
Initiative	Acts proactively to avoid problems or identifies and takes advantage of opportunities. Specifically, is proactive; for example, recognizing and acts on current opportunities or problems and takes action.
Drive for Results	Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, strives to meet challenging goals; for example, setting ambitious, but realistic goals for performance improvement (for self and/or own team).
Collaborative Influence	Win the hearts and minds of others across boundary collaborations and to do the right thing, regardless of formal authority. Specifically, invites individual cooperation; for example, inviting the sharing of alternative solutions or viewpoints.
Team Leadership	Builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives. Specifically, keeps the team informed; for example, sharing up to date information with the team and makes decisions explicit.
Adaptability	Responds to differences and changes in the internal or external context, taking a flexible approach to reach business outcomes. Specifically, acts flexibly in the moment; for example, altering his/her behaviour to fit the situation or get the job done.
Approach to Thinking	Thinks through situations of varying degrees of complexity and ambiguity, in order to understand them clearly. Specifically, sees multiple relationships; for example, identifying several likely causes or consequences of a situation
Attention to Detail	Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, checks own work; for example, using systems such as checklists to ensure accuracy.
Information Seeking	A desire to know more and seek information to inform decisions. Specifically, gathers information; for example, personally observing situations to understand them.
People Development	Builds capability of others by teaching, coaching and/or mentoring them to do an excellent job for the long-term. Specifically, provides on-the-job training; for example, giving practical support and imparts expertise, shares reasons and rationale as well as procedures.
Understanding Others	Takes an active interest in other people. Seeks to understand their individual perspectives and concerns and accurately hears the unspoken or partly expressed thoughts, feelings and concerns of others. Specifically, actively listens; for example, repeating what was heard to check understanding, particularly in difficult conversations.

TECHNICAL SKILL	DESCRIPTION
Customer Service Delivery	Works without supervision while providing technical guidance as needed on meeting high customer service standards.
Computer Skills	Independently supports business processes with comprehensive understanding and effective use of standard office equipment and standard software packages, while also providing guidance and training to others.
Data Collection & Analysis	Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making.
Data Management	Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.
Planning & Organizing	Works without supervision and provides technical guidance when required on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.
Policy Procedures	Works without supervision and provides technical guidance when required on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives.
Review & Reporting	Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.
Verbal Communication	Uses clear and effective verbal communication skills without supervision and provides technical guidance when required on expressing ideas, requesting actions and formulating plans or policies
Managing Change	Works with guidance (but not constant supervision) to maintain high performance while applying a change mindset to the planning, execution and monitoring of business activities during times of change.

Job Challenges

• Customer service delivery due to reliance on other sections to resolve customer calls and achieve the set customer service standards (Distribution Control Office to resolve faults, pre-paid office to unblock customers)
• Information flow with relevant sections
• Planning & scheduling of all the shifts to ensure 24hr contact center operation
• Relationship management
• Stakeholder expectation management

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